Compliance & Client Care
Protecting Our Clients, Every Step of the Way
At Oakley Property, compliance and client care sit at the heart of how we work. Buying, selling, letting, or managing property involves significant financial and legal responsibility. Our approach is deliberately thorough, ensuring that clients are supported by clear processes, professional standards, and robust safeguards at every stage.
Our Commitment to Client Care
We believe that strong client care is built on clarity, transparency, and accountability.
That means:
Clear information about fees, processes, and responsibilities
Fair and accessible complaints procedures
Proper handling of client money
Compliance with regulatory and professional standards
These measures exist to create confidence, giving clients reassurance that their interests are protected and that Oakley operates with integrity at all times.
Complaints & Client Relations
We are committed to resolving concerns fairly, efficiently, and transparently.
If something hasn’t gone as expected, we encourage clients to raise it with us so it can be addressed promptly. Our complaints procedure is designed to ensure:
Concerns are acknowledged and investigated properly
Clients are kept informed throughout the process
Issues are resolved wherever possible without escalation
Full details of our complaints procedures, including how to escalate a complaint if required, are available below.
Client Money Protection
Where Oakley Property holds client money, it is protected through independently regulated Client Money Protection (CMP) schemes, with controls in place to ensure funds are handled securely and responsibly.
Client money protection arrangements vary by office, reflecting the regulatory framework under which each operates:
Client money held by our Brighton & Hove and Shoreham-by-Sea offices is protected under the RICS Client Money Protection Scheme, which operates in accordance with strict professional and financial standards.
Client money held by our Lewes office is protected under the Propertymark Client Money Protection Scheme, providing independent protection in line with regulatory requirements.
These protections offer reassurance to landlords, tenants, and customers that money held on their behalf is safeguarded, transparent, and subject to independent oversight. Our Client Money Protection certificates can be viewed below.
Residential Tenant Fees & Transparency
We are committed to transparent and lawful fee structures.
In line with current legislation, residential tenant fees are clearly set out and readily accessible. We believe tenants should be able to understand costs upfront, without hidden charges or uncertainty.
Residential tenant fee information is available for each office and service area, with clear explanations of what applies and when.
Referral Fees & Transparency
Where Oakley Property receives a referral fee for introducing clients to third-party services, this is disclosed openly and transparently.
We believe clients have the right to understand:
When a referral arrangement exists
Who it is with
Whether a referral fee is payable
Our referral fee statement sets this out clearly, in line with regulatory requirements.
Anti-Money Laundering (AML) and Know Your Client/Customer (KYC)
Property transactions are subject to strict Anti-Money Laundering (AML) and Know Your Client/Customer (KYC) regulations. These are in place to protect clients, businesses and the wider property market.
At Oakley Property, we carry out identity verification and source-of-funds checks in line with current legislation. While these checks can feel detailed, they play an essential role in ensuring transactions are secure, transparent and fully compliant.
Depending on the nature of the transaction, this may include KYC checks for landlords and commercial tenants, as well as Right to Rent checks for residential tenants.
Our approach is always thorough, prioritising accuracy, discretion, and client protection throughout the process.
Professional Standards & Regulatory Memberships
Oakley Property operates within a framework of professional and regulatory oversight, reinforcing our commitment to best practice.
We are:
Regulated by RICS, upholding globally recognised professional standards
Members of Propertymark, supporting ethical practice across residential sales and lettings
Registered with The Property Ombudsman, providing independent redress for clients and customers
Compliant with Tenancy Deposit Schemes requirements
Registered with the DPS, HMRC and ICO
These affiliations ensure independent oversight, accountability, and clear routes for redress where required.
Our Approach: Doing Things Properly
We understand that a thorough approach can sometimes feel slower than cutting corners. Our view is simple: taking the right steps at the right time protects everyone involved.
By prioritising compliance, transparency, and professional standards, we create a safer, more secure experience for our clients and a stronger foundation for long-term relationships built on trust.
Looking for Something Specific?
All compliance documents, policies, and certificates can be accessed on this page. If you’re unsure which information you need, our team will be happy to point you in the right direction.