Complaints Procedure

1. Introduction

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

2. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.

3. How you can make a complaint

You can complain by sending an email to us at hello@dunholmestates.co.uk, or you can send a written complaint by post to Dunholm Estates Ltd. at its registered office address: 128 City Road, London, EC1V 2NX. Alternatively, you can telephone us on 0191 3940135 but please be aware we may, where appropriate, ask you to provide further details in writing.

4. How we handle complaints

A Director will initially review the complaint. We will acknowledge a complaint within five working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within twenty-eight working days unless we agree a different time scale with you. However, you can contact the Property Redress Scheme at any time by visiting their website (https://www.theprs.co.uk), by telephoning 0333 3219418, or by emailing info@theprs.co.uk.

5. Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

6. If you are dissatisfied at this stage

If you are dissatisfied with our response, you can refer the matter to the Property Redress Scheme, a consumer redress scheme, authorised by the Government since 2014, to provide an impartial service that considers consumer complaints about a variety of property related issues:

Telephone: 0333 3219418
Email: info@theprs.co.uk
Website: www.theprs.co.uk

Membership Number: PRS037805