DOCKLEYS PROCEDURE FOR HANDLING COMPLAINTS

Dockleys strives to ensure that the process of buying and selling is as smooth as possible. However, in what can be a stressful transaction, occasionally things may not always go according to plan. With this in mind, we have a rigorous process to ensure any grievances that may arise are resolved as quickly as possible.
All Dockleys employees take customer satisfaction very seriously and we will endeavour to resolve the issue swiftly and professionally.
If you wish to make a formal complaint, please put this in writing to our Directors. Where your complaint is initially made orally, we will write to you confirming our understanding of your complaint and ask you to confirm it is correct before we investigate.

Please write (by letter or email) outlining the specific details of your complaint to:

The Director
Dockley estates Limited
8th floor, One Canada Square
Canary Wharf
London
E14 5AA
Email: complaints@dockleys.com

Once a complaint has been received, we will contact you in writing within seven working days to inform you of how we will be investigating your complaint.

Within twenty working days of receipt of your written summary, the person dealing with your complaint will write to you, to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. In some instances, your complaint may take longer than this to investigate, if so, we will write to you to inform you of our progress.

If, in the case of a complaint, the matter has still not been resolved to your satisfaction or had no response after 8 weeks, we will agree to the referral of your complaint to the following:

Referaral to The Property Redress Scheme

The Property Redress Scheme (PRS) (www.theprs.co.uk) of which we are a member. We will comply fully with their rules and procedures; however, your complaint must be made to the PRS within 6 months of the Final Management Decision Letter.

Referral to The Property Ombudsman

The Property Ombudsman provides a free, independent service for dealing with unresolved disputes. The Property Ombudsman will not consider your complaint until you have exhausted our internal procedure. Any referral to The Property Ombudsman must be made within twelve months of the date of our final view statement.

Their details are as follows:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
www.tpos.co.uk

Should you wish to discuss your complaint at any stage of the process, please call 07939087131 and ask for the Head of Sales.

This website is owned and controlled by Dockley Estates Limited of 167 Turners Hill Cheshunt, Herts, EN8 9BH, company number 10623812. “Dockleys” is trading names of Dockley Estates Limited. If you use this website you agree to the terms and conditions.