General

This section will provide you with general information about our activities, professional registrations and compliance. Furthermore you will find information on data protection, the Property Ombudsman, Client Money Protection and Anti-Money Laundering.

KLEIN is a member of Client Money Protect. Details of the money protection scheme can be found at: www.clientmoneyprotect.co.uk KLEIN has a comprehensive client money handling policy in place providing security and clarity for our clients. Please do not hesitate to contact us regarding our procedures and safeguards regarding client money handling.

The member ship certificate can be viewed here: CMP009559

KLEIN holds a professional liability insurance through HISCOX. Up-to-date information can be obtained by contacting KLEIN.

KLEIN is a registered member of The Property Ombudsman. The Property Ombudsman is an independent body offering free, impartial and independent service for the resolution of unresolved disputes between consumers and property agents. KLEIN follows the latest codes of practice. You can find the relevant codes here: www.tpos.co.uk/members/codes-guidance The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent. Please visit the website of The Property Ombudsman to read more about their service.

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

KLEIN takes all complaints serious. All members of our team are committed to finding a mutually agreeable solution.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

If you believe you have a complaint, please write or email in the first instance to the owner of KLEIN at the address as below:
Martin Klein, Unit 12, 18 All Saints Road, London W11 1HH; martin@mklein.co.uk

Should you wish to express a complaint about Martin Klein and would like to keep this information confidential please write or email in the first instance to: 
Barbara Gross, Unit 12, 18 All Saints Road, London W11 1HH; barbara@mklein.co.uk

KLEIN Membership ID: D6320-0

What will happen next?
We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306

www.tpos.co.uk

Make a Complaint – The Property Ombudsman (tpos.co.uk)

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

KLEIN is registered for VAT. All our fees are quoted inclusive of VAT in accordance with the guidelines and recommendation by the Advertising Standards Authority; KLEIN will charge VAT on all fees due.

KLEIN is aware that the property industry is targeted by organised crime seeking to launder the proceeds of criminal activity. For this reason KLEIN is registered and supervised by HM Revenue & Customs in compliance with the Money Laundering Regulations 2017 and attempts to fully cooperate with the authorities and report suspicious activity to the National Crime Agency. As part of this KLEIN is complying with the Anti Money Laundering rules specified in the Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017. As a result KLEIN is committed to obtain and hold for a period of at least five years evidence pertaining to its customers’ identity, proof of address and, where appropriate, proof of ownership of property and source of funds. Since we are required to establish whether there are any beneficial owners on whose behalf the transaction or activity is taking place, we need to identify any beneficial owner. KLEIN is unable to proceed with any customer business if it cannot obtain this information. Customer Due Diligence: LIST A: Acceptable identity documents: current passport/visa document valid UK driving licence (with photo) LIST B: Acceptable proof of residence documents: – Bank, Building Society or Credit Union Statement Has to include account number and show recent activity (within last 3 months). – Utility Bill Gas, electricity, water bills from last 3 months showing name and address. – Telephone Bill Has to show name and address. – Council Tax Has to show name and address, from last 3 months – HMRC Tax Notification Has to show national insurance number, from last 6 months. – Probate In case of a Representative of Estate we require: Grant of Probate (with will) Letter of administration (without will) and identity documents from List A & B for the representative (executor or administrator) – Limited company a) from a UK company we require: Certificate of Incorporation Articles of Association Memorandum of Association latest annual return or confirmation statement from an OFFSHORE company we require: nominee director declaration and general power of attorney identity documents from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company In addition we require from the representative of an offshore company: Certificate of Incorporation Articles of Association, Memorandum of Association, latest annual return with details of current company officers, share certificate(s) stating the ultimate beneficial owner OR Certificate of Incumbency If shares owned by a holding company we require: nominee director declaration and/or general power of attorney (if applicable) identity documents from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company – Trust From the representative of a Trust we require: Trust deed list of trustees list of beneficiaries identity documents from List A & B for all individuals with a vest interest in 25% or more of the capital and/or those who exercise control over the Trust

The Data Protection Act 1998 governs the processing of information relating to individuals, including obtaining, holding, use or disclosure of information. 
Personal data obtained by a business under the Regulations may only be processed for the prevention of money laundering and terrorist financing. We must inform our customers of this and the information specified in paragraph 2(3) of schedule 1 to the Data Protection Act.
 This use is necessary in order to exercise a public function that is in the public interest and to carry out a function permitted by legislation. No other use may be made of the information unless we have consent of the customer or it is allowed by other legislation. KLEIN does not pass on any personal information to third parties for marketing or analytic purposes. KLEIN will only pass on personal information if required to do so by law. For example information may be passed to HMRC, the Home Office or the Police Force if it has been legally requested. Detailed and up-to-date information on the use and processing of personal data can be found on the website of the Information Commissioner’s Office. https://ico.org.uk/ KLEIN will keep your personal data securely stored during the time of any business activity between our clients and us. Once this relationship ends we are oblidged to keep the information for a minimum of 1 year. After that we will review, if it is necessary to retain the information for longer. If there is no reason to retain the information we will permanentely delite and destroy all relevant electronic  files and hard copies.