COMPLAINTS POLICY

At DSB Estate Agents Ltd, we believe you have the right to a fair, swift and courteous serviceand will aim to deal with any complaints as quickly as possible.

Step 1

Firstly, we would expect you to raise your complaint with the person you are dealing with to try and resolve the issue informally. This can be done on the telephone or via email. You should write or speak with the member of staff who dealt with you, so that they can try to put things right for you. If this is being sent in writing, you should address the details of your complaint, the situation this has put you in and how you expect the complaint to be resolved.

We will acknowledge the complaint within two working days and you will receive a full response within 10 working days in writing.

Step 2

We hope we will be able to resolve your complaint at this stage however If you are not satisfied with the initial response, please email [email protected] in which you can request that your complaint is reviewed further. We will acknowledge the complaint within three working days and you will receive a full response within 15 working days in writing.

Customer satisfaction is one of our highest priorities and we will try to resolve all complaints as swiftly as possible. Understandably, there may be more complex issues which could take longer to look into for you. In this situation it is difficult to add an exact timescale. In this situation we will inform you in writing of the steps we are taking to look into your complaint and along with details of the person who will be responding to you.

Step 3

In the unlikely event that you remain dissatisfied you can contact The Property Redress Scheme, please see their details below;

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH

Their requirements for submitting a claim is that you submit this within 12 months of DSB Estate Agents Ltd.’s final response and you will need to include any evidence to support your case.

Please see below The Property Redress Scheme’s requirements to submit a claim;

Before making a complaint, the following must occur.

1. The company is a member of the Property Redress Scheme.
2. You have written to complain about the matter and allowed a minimum of 8 Weeks for a response.

3. If you have not received a response after 8 weeks or you are unhappy with the response you have received, your complaint must be made to the Property Redress Scheme within 12 months of your last communication.