Regulatory & Compliance
Compliance & Complaints
Carol Gunn Premium Residential & New Homes is committed to operating with full transparency, professional integrity and in accordance with all applicable regulations.
The Property Ombudsman
Carol Gunn Premium Residential & New Homes is a member of The Property Ombudsman (TPO), the UK's largest and longest-established ombudsman scheme for the property industry.
Membership of The Property Ombudsman means we are committed to providing a professional and transparent service to all buyers and sellers. We adhere to The Property Ombudsman Code of Practice, which sets out the standards of service you can expect from us.
In the unlikely event that a dispute cannot be resolved directly with us, you have the right to refer the matter to The Property Ombudsman for independent review, free of charge.
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Anti-Money Laundering (AML)
Carol Gunn Premium Residential & New Homes is registered with HMRC for Anti-Money Laundering supervision, as required under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017.
As part of our legal obligations, we are required to carry out identity verification and due diligence checks on all clients. This applies to both buyers and sellers and is a standard requirement across the property industry.
You will be asked to provide proof of identity and proof of address before we can proceed with any transaction. We may also be required to verify the source of funds in certain circumstances.
All information collected for AML purposes is handled in accordance with our Privacy Policy and is used solely for the purposes of legal compliance.
Complaints Procedure
Carol Gunn Premium Residential & New Homes is committed to providing an exceptional level of service. However, if you feel that we have fallen short of your expectations, we want to hear from you so that we can put things right.
Step 1 — Contact Us Directly
In the first instance, please raise your concern directly with Carol Gunn. We aim to resolve all complaints promptly and professionally.
Step 2 — Written Acknowledgement
We will acknowledge your complaint in writing within three working days of receipt. We will then investigate the matter thoroughly and aim to provide a full written response within fifteen working days.
Step 3 — Final Response
If we are unable to resolve your complaint within eight weeks, or if you remain dissatisfied with our final response, you have the right to refer your complaint to The Property Ombudsman.
Please note that you must refer your complaint to The Property Ombudsman within twelve months of receiving our final written response.
Step 4 — The Property Ombudsman
The Property Ombudsman provides a free, independent and impartial service for resolving disputes between consumers and property agents.
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Please note that The Property Ombudsman will only consider your complaint after you have first given us the opportunity to resolve it directly.