One London Terms and Conditions

ABOUT ONE LONDON

This website is operated by One London Estate Limited, trading as One London (“One London”, “we”, “us” or “our”). Our registered office is International House, 6 South Molton Street, London W1K 5QF. Company number: 13766658.

By using this website, you agree to these terms and conditions. These terms govern your use of our website. Our estate agency, lettings and property management services are subject to separate Terms of Business agreed with our clients.

GOVERNING LAW

These terms and conditions are governed by the laws of England and Wales. Any dispute relating to these terms or your use of this website will be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer law gives you the right to bring proceedings elsewhere.

COPYRIGHT AND INTELLECTUAL PROPERTY

Unless otherwise stated, the content and design of this website, including text, photographs, videos, graphics and logos, belong to One London or are used with permission from their respective owners.

You may print or download website content for your personal, non-commercial use, provided that you retain any copyright or ownership notices.

Except where permitted by law or with our prior written permission, you must not reproduce, distribute, modify, republish or commercially exploit any content from this website.

Nothing in these terms grants you permission to use One London’s name, branding or logos without our prior written consent.

Links from relevant third-party websites are welcome, provided they are fair, lawful and do not suggest an association, approval or endorsement where none exists. We may ask you to remove a link to our website.

WEBSITE INFORMATION

We take reasonable care to ensure that the information on our website is accurate and up to date. However, errors and omissions may occur, and information may change.

Property availability, prices, rental figures and other particulars may be updated or withdrawn. Please contact us to confirm current information before making any commitment or incurring expenses.

Photographs, floor plans, measurements and descriptions are provided as a guide. Measurements are approximate, and photographs may show furnishings or items that are not included in a sale or tenancy.

Nothing on this website constitutes an offer to enter into a binding sale, tenancy or agency agreement.

Marketing appraisals issued by One London are intended as a guide to marketing price or rent. They are not formal surveyor’s valuations unless expressly agreed otherwise in writing.

WEBSITE AVAILABILITY AND SECURITY

We aim to keep our website available and functioning properly, but we do not guarantee uninterrupted or error-free access.

We may suspend, withdraw or change any part of the website for maintenance, updates or other operational reasons.

You must not misuse this website, attempt to gain unauthorised access, introduce malicious software or interfere with its operation.

Although we take reasonable precautions, we cannot guarantee that the website will always be free from viruses or other harmful material. You should use appropriate security software when browsing online.

LIABILITY

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Nothing in these terms affects your statutory rights.

Subject to the above, we are not responsible for losses that were not reasonably foreseeable, losses arising from your use of this website for business purposes, or losses caused by events outside our reasonable control.

Website information is provided for general information. You should obtain any necessary legal, financial, tax or surveying advice before proceeding with a property transaction.

THIRD PARTY WEBSITES

Our website may contain links to websites operated by third parties. These links are provided for convenience.

We do not control those websites and are not responsible for their content, availability or privacy practices. A link does not imply our endorsement of the website or its operator.

PRIVACY AND COOKIES

Please refer to our separate Privacy Policy for information about how we collect, use, store and share personal information.

Information about the cookies used on this website and your choices regarding them is set out in our Cookie Policy and cookie settings.

RESPECT FOR OUR TEAM

We are committed to treating clients, customers, contractors and members of the public with courtesy and respect. We ask that our team receive the same consideration.

We do not accept:

    • Threatening, intimidating or abusive language or behaviour.
    • Physical violence or threats of violence.
    • Discriminatory abuse, sexual harassment or other harassment.
    • Deliberate damage to premises, equipment or personal belongings.
    • Repeated conduct intended to intimidate staff or disrupt their work.

Where necessary, we may restrict communication to a designated contact or channel, end an interaction, or report threatening or unlawful behaviour to the appropriate authorities.

Any decision to withdraw services will be subject to our contractual and legal obligations. Raising a complaint or expressing dissatisfaction reasonably will not, in itself, be treated as abusive behaviour.

COMPLAINTS PROCEDURE

One London aims to provide a professional and responsive service across sales, lettings and property management.

If something goes wrong, please let us know so that we have the opportunity to investigate and put matters right.

MAKING A FORMAL COMPLAINT

Please send your complaint in writing to:

    • The Director — Complaints
    • One London Estate Limited, International House, 6 South Molton Street, London, W1K 5QF
    • Email: info@one-london.uk
    • Subject: Formal Complaint

Please include your name, contact details, the relevant property address, a description of your concerns and the outcome you are seeking. Please also attach any relevant correspondence or supporting documents.

We will acknowledge your complaint within three working days of receipt.

A senior member of our team will investigate the matter and aim to provide a written response within 15 working days of receiving your complaint. If we need additional time, we will explain why and tell you when to expect our response.

FURTHER REVIEW

If you remain dissatisfied, please explain which matters you believe remain unresolved and request a further review.

Where possible, this review will be undertaken by a senior person who was not directly involved in the matter.

We will aim to provide our final written response within 15 working days of receiving your review request. If further time is required, we will keep you informed.

INDEPENDENT REDRESS

If you remain dissatisfied with our final response, or your complaint has not been resolved within eight weeks of your written complaint, you may refer the matter to the Property Redress Scheme, subject to its eligibility requirements.

The scheme provides a free, independent service for consumers with unresolved complaints against its members.

Your referral should be made within 12 months of your last communication with us relating to the issues being complained about.

Property Redress Scheme

Website: https://www.propertyredress.co.uk

You do not need to wait beyond eight weeks for our internal process to finish before seeking independent redress.

CHANGES TO THE TERMS

We may update these terms from time to time. Any revised terms will be published on this website and will apply to your use of the website from that point onwards.