Code of Conduct

Lions Property Management Limited

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1. Purpose of this Code

This Code of Conduct sets out the professional, ethical, and operational standards that apply to Lions Property Management Limited (“we”, “us”, “our”) and to anyone acting on our behalf.

This Code is designed to support compliance with:

• Client Money Protection (CMP) requirements;

• consumer protection and housing legislation;

• data protection law; and

• recognised standards of professional behaviour in the property sector.

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2. General Principles

We commit to:

• acting honestly, fairly, and transparently at all times;

• treating landlords, clients, guests, contractors, and third parties with courtesy and respect;

• conducting our business with integrity and professionalism;

• complying with all applicable laws, regulations, and codes of practice.

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3. Client Money and Financial Conduct

3.1 We will handle all client money responsibly and in accordance with our Terms of Business – Handling of Client Money and the rules of our Client Money Protection scheme.

3.2 Client money will:

• be held in designated client bank accounts;

• be kept separate from our business funds; and

• only be used in accordance with contractual authority.

3.3 We will maintain accurate financial records and carry out regular reconciliations of client accounts.

3.4 We will not misuse, misappropriate, or delay the return of client money.

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4. Transparency of Fees and Charges

4.1 We will clearly disclose our fees, charges, and any additional costs before entering into an agreement.

4.2 No hidden fees will be charged.

4.3 Any deductions from deposits or client funds will be made strictly in accordance with the relevant agreement and supported by reasonable evidence where applicable.

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5. Conflicts of Interest

5.1 We will avoid conflicts of interest wherever possible.

5.2 Where a conflict of interest arises or may reasonably be perceived, it will be disclosed promptly and managed transparently.

5.3 We will not accept undisclosed commissions, inducements, or benefits that could compromise our impartiality.

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6. Professional Competence and Training

6.1 We will ensure that staff and representatives involved in property management and handling client money are suitably trained and competent.

6.2 Access to client money and financial systems will be restricted to authorised personnel only.

6.3 We will keep our knowledge and procedures under review to reflect changes in law, regulation, and best practice.

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7. Legal and Regulatory Compliance

7.1 We will comply with all applicable legislation, including but not limited to:

• housing and consumer protection law;

• Client Money Protection regulations;

• anti‑money laundering requirements (where applicable);

• data protection law (UK GDPR).

7.2 We will cooperate fully with regulators, enforcement authorities, and our CMP scheme where required.

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8. Data Protection and Confidentiality

8.1 We will handle personal data lawfully, fairly, and securely in accordance with our Privacy Notice.

8.2 Personal and financial information will only be shared where lawful, necessary, and proportionate.

8.3 We will take appropriate measures to protect confidential information from unauthorised access or disclosure.

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9. Complaints Handling

9.1 We will treat complaints seriously and aim to resolve them promptly, fairly, and professionally.

9.2 Complaints should be raised with us in the first instance in accordance with our published complaints procedure.

9.3 Where a complaint cannot be resolved internally, we will inform clients of their right to escalate the matter to the relevant redress scheme.

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10. Fair Treatment and Behaviour

10.1 We will not discriminate unlawfully and will act in accordance with equality and accessibility legislation.

10.2 We will not tolerate abusive, threatening, or inappropriate behaviour by or towards our staff, contractors, or clients.

10.3 We will act proportionately and reasonably when enforcing contractual terms.

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11. Breaches of this Code

11.1 Any breach of this Code by staff or representatives may result in disciplinary action.

11.2 Serious breaches may be reported to relevant regulators, professional bodies, or Client Money Protection scheme administrators where required.

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12. Review of this Code

12.1 This Code of Conduct is reviewed periodically to ensure it remains accurate and compliant with legal and regulatory requirements.

12.2 The latest version is available upon request or via our website.

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Approved by: Lions Property Management Limited
Applies from: 15.01.2026