Regulatory Information & Compliance Documents
PDA Letting Agents operates to the highest professional and legal standards. Below you will find our key compliance certificates, our complaints policy, and a summary of our regulatory obligations — all in one place.
Certificates & Policies
Click any document below to view or download. These are updated annually and whenever our regulatory status changes.
How we meet our regulatory duties
As a professional letting agency, PDA Letting Agents is subject to a range of legal and regulatory requirements. Here is how we meet each one.
Client Money Protection
All client money held by PDA Letting Agents is protected under a government-approved CMP scheme. This covers rent collected on behalf of landlords and deposits held prior to registration.
Redress Scheme Membership
We are a registered member of a government-approved property redress scheme. Any unresolved complaints can be escalated to the scheme for independent adjudication at no cost to you.
Deposit Protection
All tenancy deposits are protected in a government-approved tenancy deposit scheme within 30 days of receipt, and tenants receive the prescribed information as required by law.
Transparent Fees
Our fee schedule is published and available to all landlords and tenants. We do not charge hidden fees. View our full fee structure on our Fixed Fees page.
Data Protection
PDA Letting Agents is registered with the Information Commissioner's Office (ICO) and complies with UK GDPR and the Data Protection Act 2018 in all handling of personal data.
Anti-Money Laundering
We carry out identity verification and anti-money laundering checks on all landlords and tenants as required under the Money Laundering Regulations 2017.
How to raise a complaint
We aim to resolve all concerns quickly and fairly. If you are unhappy with any aspect of our service, please follow the steps below.
Contact Us Directly
In the first instance, please raise your concern with the member of staff you have been dealing with, or contact our office directly by phone or email. We aim to acknowledge all complaints within 3 working days.
Formal Written Complaint
If your concern is not resolved informally, you may submit a formal written complaint to our office at Crown Buildings, 121A Saughall Road, Blacon, Chester, CH1 5ET or by email. We will investigate and respond in full within 15 working days.
Escalation to Redress Scheme
If you remain dissatisfied after our internal process is complete, you have the right to refer your complaint to our government-approved redress scheme for independent adjudication. This service is free of charge to consumers.
Have a question about our compliance?
Our team is happy to answer any questions about our regulatory status, certificates, or complaints procedure. As Chester's only letting agency with an in-house solicitor, we take compliance seriously.