Complaints Procedure


Customer Complaints Procedure



Dove Properties aim to provide a first-class service, however we recognise that things don’t always go to plan and we therefore have the following Complaints procedure in place to ensure that all issues are addressed professionally and as quickly as possible.


How to Make a Complaint:


  • Stage 1. In the first instance complaints should be directed to either the Lettings Manager or your Property Manager (depending on whether it is a matter to do with Lettings or Property Management). Your complaint will be acknowledged within 3 working days of receipt. A full investigation will take place and your complaint will be responded to within a further 15 working days from acknowledgment of receipt.


  • Stage 2. If you remain dissatisfied with the outcome of the response you have received you should request the matter to be escalated to the Branch Manager who will again acknowledge receipt of the complaint within 3 working days and investigate further. Following this investigation, a written conclusion will be provided to the complainant expressing the final view of the company within a further 15 days from acknowledgment of receipt.


  • Stage 3. If you remain unhappy after a review by our Branch Manager (or more than 8 weeks have elapsed since the complaint was made) you can request an independent review from The Property Ombudsman. You need to submit your complaint within 12 months to The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: 01722 333 306 Email: Website: Our company reference number is D6774.



Please note that the Property Ombudsman will not deal with a complaint unless our internal complaints procedure has been followed first.