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 the relevant department head — your Property Manager, the Lettings Manager, or the Sales Manager, depending on whether your matter relates to Property Management, Lettings or Sales. Your complaint will be acknowledged within 3 working days of receipt. A full investigation will take place and a written response will be provided within a further 15 working days of acknowledgement.
- Stage 2. If you remain dissatisfied with the outcome, you may request that the matter is escalated to the Branch Manager, who will acknowledge receipt within 3 working days and investigate further. A written final response from Dove Properties and Estates Limited will be provided within a further 15 working days of acknowledgement.
- Stage 3. If you remain dissatisfied after our final response (or if more than 8 weeks have elapsed since you first raised the complaint), you may request an independent review by The Property Ombudsman: The Property Ombudsman Milford House, 43–55 Milford Street Salisbury, Wiltshire SP1 2BP Tel: 01722 333 306 Email: admin@tpos.co.uk Website: www.tpos.co.uk
Our company reference is D6774.
Please note that The Property Ombudsman will not deal with a complaint unless our internal complaints procedure has been followed first.
