SunnyBay Agency Policies
.01
Complaints Handling Policy
At SunnyBay, we aim to provide the highest standards of service. However, if you feel we have fallen short of your expectations, please let us know.
How to register a complaint:
Please submit your complaint in writing to:
SunnyBay
169 Kingston Road
contact@sunnybayhome.co.uk
020 8540 3335
We will acknowledge receipt of your complaint within 3 working days and provide a formal written response within 15 working days. If you are not satisfied with our final response, you may refer your complaint to:
The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
www.tpos.co.uk
A full copy of our Complaints Handling Procedure can be downloaded here.
.02
Client Money Protection (CMP)
We are a member of the Money Shield, which ensures your money is protected.
Client Money Protection Certificate: Download here
This means that any money we hold on your behalf (such as deposits, rent payments, or other client funds) is fully protected in accordance with UK regulations.
.03
Redress Scheme Membership
We are a proud member of The Property Ombudsman (TPO) / Property Redress Scheme. This independent body provides a free, impartial service for resolving unresolved disputes between agents and consumers.
For more information, visit: www.tpos.co.uk (if TPO)
.04
Tenancy Deposit Protection
In accordance with the Housing Act 2004, all tenant deposits for Assured Shorthold Tenancies are protected using a government-approved deposit protection scheme. We use:DPS - Deposit Protection Service (DPS)
Tenants will receive confirmation and prescribed information regarding deposit protection within 30 days of payment.
.05
Privacy Policy
We are committed to protecting your personal data. Our Privacy Policy explains how we collect, use, and store your information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
View our full Privacy Policy here.
.06
Website Terms of Use
By using our website, you agree to be bound by our Terms and Conditions of Use. These outline the acceptable use of the site, intellectual property rights, liability disclaimers, and limitations.
Read our full Terms of Use here.
.07
Cookies Policy
This website uses cookies to enhance user experience and analyse website traffic. By continuing to use our site, you consent to our use of cookies. You can view or manage your cookie preferences at any time.
See our full Cookies Policy here.
.08
EPC Information
Under The Energy Performance of Buildings Regulations (England and Wales), it is a legal requirement to display an Energy Performance Certificate (EPC) rating for all property listings.
We ensure that every marketed property includes a valid EPC rating. If you require an EPC, we can help arrange one for you.
.09
Lettings Fees Disclosure
In compliance with the Tenant Fees Act 2019, we clearly list all permitted tenant fees below:
Permitted Fees (Tenants):
- Holding Deposit (1 week’s rent)
- Security Deposit (up to 5 weeks’ rent)
- Rent arrears (after 14 days, interest of 3% above Bank of England base rate)
- Lost keys or security devices (reasonable costs)
- Early termination fees (if applicable)
- Changes to tenancy (e.g. name swap)
Landlord Fees:
Details of landlord services and fees are available here.
.10
Anti-Money Laundering Policy
We are registered under HMRC’s Anti-Money Laundering Regulations. In line with legal obligations, we are required to verify the identity and address of all clients. This may involve collecting photographic ID and proof of address before entering into a business relationship.
We appreciate your cooperation in helping us meet these requirements.