Our Policies

Property Broker Ltd – Company Policy Pack

Property Broker Ltd – Company Policy Pack

This document contains the full internal policy framework for Bradford Property Broker
Ltd, covering compliance with UK legal, regulatory, and ethical standards. These policies
are to be adopted internally and made available to all employees, contractors, and
relevant stakeholders.

1. Anti-Money Laundering (AML) Policy

Purpose:

To ensure compliance with the Money Laundering, Terrorist Financing and
Transfer of Funds (Information on the Payer) Regulations 2017 and related legislation.

Policy Statement

Purpose:

Bradford Property Broker Ltd is committed to preventing its business from being used for
money laundering or terrorist financing. We will maintain robust systems and controls to
detect and report suspicious activity.
Procedures :
  •  Customer Due Diligence (CDD): Identity verification required for all clients before
transactions. Acceptable documents include passports, driving licences, and proof
of address (utility bill, bank statement).
  • Enhanced Due Diligence (EDD): Applied in high-risk cases, e.g., politically exposed
  • Suspicious Activity Reporting (SAR): Any suspicious activity will be reported to the
Money Laundering Reporting Officer (MLRO), who will escalate to the National
Crime Agency (NCA) where necessary.
  • Record Keeping: All identification and transaction records will be kept for a minimum of 5 years.
  • Training: Staff will receive AML training at induction and refresher training annually.
 

2. Data Protection & GDPR Policy

Purpose:

To comply with the UK GDPR and Data Protection Act 2018 in the collection, use,
and safeguarding of personal data.


Policy Statement


Bradford Property Broker Ltd respects the privacy rights of individuals and is committed to
protecting personal data.

Procedures

• Data Collection: Only collect data necessary for Bradford property brokerage
services.
• Transparency: Clients will be informed how their data is used via a Privacy Notice.
• Security: Personal data will be stored securely (password-protected systems,
encrypted files, restricted access).
• Data Rights: Individuals may request access, correction, or deletion of their data.
• ICO Registration: Bradford Property Broker Ltd is registered with the Information
Commissioner’s Office (ICO) and pays the required annual fee.

3. Conflicts of Interest Policy

Purpose:

To maintain transparency and integrity in all transactions.

Policy Statement

Employees and directors must disclose any potential or actual conflicts of interest
immediately.
Procedures;
• No employee may represent both buyer and seller without prior written consent
from both parties.
• All financial interests in properties or related businesses must be declared.
• Our Compliance Officer will review and manage conflicts.

 

4. Complaints Handling Policy

Purpose:

To provide clients with a clear, fair, and accessible complaints process.

Policy Statement

Bradford Property Broker Ltd is a member of The Property Ombudsman (TPO) and adheres
to its code of practice.
Procedures;
1. Acknowledge complaints within 3 working days.
2. Investigate and issue a final written response within 15 working days.
3. If unresolved, clients will be directed to the redress scheme.
4. Maintain a log of all complaints.

 

5. Professional Conduct & Ethics Policy

Purpose:

 To uphold high professional standards in line with the Estate Agents Act 1979
and Consumer Protection from Unfair Trading Regulations 2008.

Policy Statement

We will act honestly, fairly, and transparently in all dealings.
Procedures;
  • Provide accurate and truthful property descriptions.
• Avoid misleading statements or omissions.
 
•Treat clients and third parties respectfully and fairly.

 

6. Client Money Handling Policy (if applicable)

Purpose:

To safeguard client funds and comply with Client Money Protection (CMP)
requirements.
Policy Statement
Client money will be handled separately from company funds.
Procedures;
  • Funds deposited in a dedicated client account.
  • Monthly reconciliations of client accounts.
  • Detailed transaction logs kept and audited.
  • CMP scheme membership maintained if applicable.

7. Health & Safety Policy

Purpose:

To ensure compliance with the Health and Safety at Work Act 1974 and provide a
safe working environment.

Policy Statement

Bradford Property Broker Ltd is committed to protecting the health, safety, and wellbeing
of staff, clients, and visitors.
Procedures;
  •  Conduct risk assessments for offices, property viewings, and lone working.
  • Provide training on safe practices, including lone worker protection during viewings.
  •  Maintain fire safety equipment and first aid kits.
•  Encourage staff to report hazards or incidents promptly.

 

To ensure compliance with the Health and Safety at Work Act 1974 and provide a
safe working environment.

Policy Statement

Bradford Property Broker Ltd is committed to protecting the health, safety, and wellbeing
of staff, clients, and visitors.
Procedures;
  •  Conduct risk assessments for offices, property viewings, and lone working.
  • Provide training on safe practices, including lone worker protection during viewings.
  •  Maintain fire safety equipment and first aid kits. 
  •   Encourage staff to report hazards or incidents promptly.

8. Equality & Diversity Policy

Purpose:

To comply with the Equality Act 2010 and promote inclusivity.
 
Policy Statement;
We will not tolerate discrimination based on age, disability, gender, race, religion, or sexual
orientation.
Procedures;
• Recruitment based on merit and fairness.
  • Provide equal access to services for all clients.
  • Staff training on equality and diversity awareness.
To ensure compliance with the Health and Safety at Work Act 1974 and provide a
safe working environment.

Policy Statement

Bradford Property Broker Ltd is committed to protecting the health, safety, and wellbeing
of staff, clients, and visitors.
Procedures;
  •  Conduct risk assessments for offices, property viewings, and lone working.
  • Provide training on safe practices, including lone worker protection during viewings.
  •  Maintain fire safety equipment and first aid kits. 
  •   Encourage staff to report hazards or incidents promptly.

9. Whistleblowing Policy

Purpose:

To allow staff to report unethical or illegal behaviour without fear of reprisal.
Policy Statement;
Employees who raise concerns in good faith will be protected from retaliation.
Procedures;
•Reports may be made confidentially to the Compliance Officer.
•All reports will be investigated promptly.
•Disciplinary action will be taken against those engaging in misconduct.

10. Training & Compliance Policy

Purpose:

To ensure all staff understand and adhere to legal, regulatory, and company
requirements.
Policy Statement;
Training and compliance are central to the company’s operations.
Procedures;
  • Mandatory AML training for all staff.
  • Annual refresher training on GDPR, AML, ethics, and health & safety.
  • Maintain training records for regulatory inspection.

Customer Protection and Cancellation Rights Policy Bradford Property Broker Ltd

1. Purpose

This policy sets out how Bradford Property Broker Ltd ensures compliance with UK
consumer protection laws, particularly in relation to service contracts, estate agency
agreements, and customer cancellation rights. It is designed to protect clients, promote
transparency, and ensure lawful practices across all customer engagements.

2. Legal Framework

 

This policy reflects obligations under:

  • Consumer Rights Act 2015
  •  Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013
  • Estate Agents Act 1979
  • The Property Ombudsman (TPO) Code of Practice (if member)
  • General Data Protection Regulation (GDPR) & UK Data Protection Act 2018 (for customer records handling).

3. Customer Rights Overview

Bradford Property Broker Ltd recognises that all customers are entitled to:

 

  •  Clear information about the services, fees, and terms of engagement before
entering into a contract with us.
  •  Fair treatment, with no unfair contract terms or hidden charges.
  • Cancellation rights in line with statutory protections.
  •  Transparent complaint handling and access to dispute resolution mechanisms.

4. Cancellation Rights

 

4.1 Cooling-Off Period;

  • Clients who enter into a service contract with Bradford Property Broker Ltd at their home, workplace, or remotely (telephone, email, online) are entitled to a 14-daycooling-off period.
  • During this period, clients may cancel the contract without penalty and without providing a reason.
  • Cancellation must be requested in writing (email or letter).

4.2 Services Commencing During Cooling-Off Period;

 

  • If a client requests Bradford Property Broker Ltd to begin providing services with in the 14-day cooling-off period, they must confirm this request in writing.
  • If the client then cancels within the 14-day period, Bradford Property Broker Ltd may charge reasonable fees proportionate to the services already delivered.

4.3 Contracts Signed on Business Premises;

 

 

  • Where a contract is signed at Bradford Property Broker Ltd’s office, the statutory 14–day cancellation right does not apply unless expressly stated in the agreement.
  • However, Bradford Property Broker Ltd will ensure contracts clearly outline any notice periods and exit terms.

4.4 Notice Periods and Tie-In Clauses;

 

• Any tie-in period (e.g., sole agency or multi-agency contract) and required notice to
terminate the contract will be clearly stated in writing before a client signs.
• Cancellation during or after the tie-in must comply with the contractual notice
requirements (e.g., 14 or 28 days).

 

5. Obligations of Bradford Property Broker Ltd;

 

Bradford Property Broker Ltd will:

 

• Provide every client with a written contract, including cancellation rights, cooling-
off details, and notice periods.
• Provide a cancellation form with all contracts signed away from business
premises.

• Avoid unfair contract terms, hidden charges, or disproportionate penalties.
• Ensure all staff are trained in customer rights and this policy.
• Keep proper records of client agreements, cancellation requests, and responses.

 

 

6. How Customers Can Cancel;

 

• Cancellation requests must be made in writing (email or letter).
• Bradford Property Broker Ltd will acknowledge all cancellations within 3 working
days.
• Refunds, where applicable, will be processed within 14 days of cancellation
confirmation.


7. Complaints and Dispute Resolution;

 

• Clients dissatisfied with the handling of their cancellation rights may raise a formal
complaint through Bradford Property Broker Ltd.’s Complaints Procedure.


• If unresolved, clients will be referred to The Property Ombudsman in line with
regulatory requirements.

 

8. Staff Training and Compliance;


• All employees must be familiar with this policy.
• Management will monitor compliance through contract audits and customer
feedback.
• Breaches of this policy by staff may result in disciplinary action.

 

9. Policy Review;


This policy will be reviewed annually, or sooner if there are changes to UK consumer
protection legislation or estate agency regulations.

Bradford Property Broker Ltd. Bradford – Uk, Tel; +44 075-197-60353

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