Atlas Estate Agents

An independent, family run company specialising in the sale, letting and management of residential and commercial property across Liverpool. Having been active in the property market since 1965, we have a wealth of experience enabling us to provide expert advice to our clients. We are an ambitious, growing company renowned for our award winning customer service.

ARLA Propertymark

Whether you have a property to rent out or are searching for a home, you need an agent that you can trust and rely on when issues arise. The quality of the agent makes a real difference. ARLA Propertymark agents have voluntarily chosen to become regulated and highlight their commitment to higher standards.

If you are a landlord, you need professional service and the confidence that your agent will manage your investment in your best interests. As a tenant, you need the reassurance that maintenance issues will be dealt with promptly and your tenancy will run smoothly. ARLA Propertymark Protected agents help landlords to find the right tenants, and tenants to enjoy their treasured homes.

Every year tenants and landlords suffer through dealing with agents who are inexperienced or do not adhere to the law. In the worst cases financial losses can add up to millions of pounds. RLA Propertymark agents are regulated to ensure they work to a higher standard than the law demands. Make sure your letting agent is offering you Propertymark Protection.

ARLA Propertymark Protected members offer more

  • Backed by a Client Money Protection (CMP) scheme
  • Experienced and trained professionals who are required to undertake regular training
  • They are members of a Government approved independent redress scheme
  • Kept up to date with complex legislative changes and best practice
  • Submit independently audited financial accounts to Propertymark
  • Adhere to a nationally recognised Code of Practice

Please click here to view our ARLA Propertymark profile.

Client Money Protection

Client Money Protection (CMP) is a scheme that reimburses landlords and tenants should an agent misappropriate their rent, deposit or other client funds. It has long been a requirement for ARLA Propertymark members to have CMP and is now mandatory for all letting agents.

We a member of 'ARLA Propertymark' which provides our client money protection scheme, more details can be found by following the links below.

Information Commissioner's Office (ICO)

We are a registered with the Information Commissioner's office, our registration number is ZA093578. Please click here to view our certificate.

HMRC Anti-money Laundering (AML)

We are a registered with HMRC for anti-money Laundering purposes, our registration number is XLML00000122153.

Redress Scheme

We are a member of the 'Property Ombudsman' which is a redress scheme. Our registration number is D11509. Please click here to view our profile or here to view our certificate.

The Property Ombudsman (TPO) scheme provides a free, fair and independent service to protect consumers from unfair practice.

The scheme receives over 16,000 enquiries every year and offers an independent and impartial dispute resolution service to consumers who have been unable to resolve their disputes with a registered agent. The Ombudsman can provide redress to place the consumer back in the position they were before the complaint arose, achieving a full and final settlement of the dispute and all claims made by either party.

TPO is the only redress scheme that operates codes of practice to raise standards and share best practice in the industry. TPO's sales and lettings codes of practice have been approved by CTSI and they've been adopted by both the National Association of Letting Agents (NAEA) and Association of Residential Letting Agents (ARLA).

TPO & TSI Logo

Complaints Procedure

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.

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).

What will happen next?

  • We will send you a letter acknowledging receipt of you 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 sending the acknowledgement letter.
  • 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 remain dissatisfied, you can then contact the Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:

  • You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
  • The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.