This document sets out the Dendro Limited formal written complaints procedure for handling complaints speedily and fairly for those customers of the Estate Agency, Lettings or Property Management Departments.
Whilst every effort is made to ensure that a report produced by Dendro is compliant with The Property Redress Scheme, if you feel we have not satisfied these requirements, then we (Dendro Limited) will follow the procedure detailed here to try and ensure your query is fully resolved.
If we are unable to resolve your query to your satisfaction this document also explains the process to apply to a third party adjudicator, The Property Rerdress Scheme.
1. Initial Contact
Your written complaint directed to the Complaints Officer will be recorded and where appropriate, contact will be made within 48 hours (2 working days) by the Complaints officer (Please refer to contacts at the end of this document) in the form of an acknowledgement letter to the address stated as your main residence.
Depending on the nature of the complaint a full investigation will be arranged within the areas where Dendro Limited has provided a service.
We will respond in writing within 8 weeks through a letter to the registered correspondence address of the progress of the complaint and our findings and/or advise if the process of investigation will take longer.
We would expect to respond no later than 8 weeks from the date of the initial letter from you.
There may be exceptional circumstances where we are unable to respond within 8 weeks, but we will keep you fully informed of progress either through telephone, e-mail or letter, you will receive a response at the very latest within eight weeks.
The final decision will be sent to you in an e-mail or letter to the registered address, as appropriate.
If you are not satisfied with the final outcome, you may refer the complaint to The Property Redress Scheme. Please refer to contact details below.
We will cooperate fully with the independent adjudicator during the resolution investigation and comply with any decision.
Dendrow Complaints Officer
2 The Parade
Email: [email protected]
Property Redress Scheme
Phone: 0333 321 9418