What is Client Money Protection?

Client Money Protection is a Government-approved scheme that reimburses landlords, tenants and other clients should an agent misappropriate their rent, deposit or other funds. Since 1 April 2019, it has been a legal requirement for all letting and managing agents in England to belong to an approved CMP scheme.

Membership means that, in the unlikely event funds we hold on your behalf cannot be repaid, you are protected and can recover your money through the scheme.

Our membership

ONE Residential Group is a member of an approved Client Money Protection scheme and complies fully with its rules, including the requirement to hold client money in a designated client account separate from the firm's own funds.

What our CMP covers

• Rent collected on behalf of landlords
• Tenancy deposits held or passed to a deposit scheme
• Funds received for property management, repairs and maintenance
• Any other client money held in the course of our agency business

How your money is held

All client money is held in a separate, designated client bank account with a UK-authorised institution. It is never mixed with the company's own money, and is handled in line with our scheme's rules and our internal client-money-handling procedures.

Redress & complaints

ONE Residential Group is also a member of an approved independent redress scheme. If you have a complaint about how we have handled client money, please contact us first so we can put things right. If your complaint remains unresolved, you may refer it to:

• The Property Ombudsman (TPO) — our redress scheme
• Our CMP scheme provider, who can advise on making a claim

Full details of our complaints procedure are available on request and in our Complaints policy.