In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
In order to resolve your complaint, we would ask that you send us an email to declan@dnwpropertygroup.com and include the following information and evidence, if applicable:
An outline of your complaint explaining why you feel that we have fallen short of our first class service.
What you would like us to do to resolve it.
Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:
Names of Advisors you have spoken to in connection with the complaint
The Branch Name in connection with the complaint
Time(s) and Date(s) of the incident(s)
Telephone numbers and/or Addresses you have used to contact us
Any written correspondence in connection with your complaint
Any other document in support of your complaint
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly. The timescales for dealing with a complaint are as follows:
You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
Within 10 working days of the acknowledgement, you will receive a full response.
If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.
After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
We are members of the Property Redress. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress to ask them to investigate your complaint. In order to take your complaint to The Property Redress, you must first have carried out the following:
You have waited 8 weeks from the date of your written complaint to us for a response; and
It is still within one year from the last communication with you regarding this complaint
The Property Redress is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The Property Redress is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress contact details are as follows:
Property Redress
Limelight, 1st Floor
Elstree Way
Borehamwood
WD6 1JH
0333 321 9418
complaints@propertyredress.co.uk
Please note the following:
You will need to submit your complaint to The Property Redress within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.