Customer Complaints Procedure

We are committed to delivering the highest level of service, but if something does go wrong, we aim to work swiftly and fairly to put it right. By letting us know when you have a problem, we can work with you to understand what has happened. This guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

How do I report a complaint?

The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or by email.

We will aim to resolve any issues immediately; however, if this is not possible then your concerns will be escalated to a manager who will investigate the matter.

Confidentiality

All complaints are kept confidential and will be dealt with fairly. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.

What happens next?

When we receive your complaint, we will:

• Send you a written acknowledgement within three working days, outlining who is responsible for investigating the issues raised.
• Collate as much information as possible and liaise with the various departments involved to establish all the facts.
• Send a detailed response within fifteen working days, informing you of the outcome and asking if the suggested resolution is satisfactory. If we need more time, you will receive a written explanation for the delay.

Escalating the complaint

Let us know if you feel your complaint has not been fully addressed. Your concerns will be acknowledged within three working days of receipt and your complaint will be re-reviewed by a senior staff member.

Where possible, a final response will be issued within fifteen working days. If we are unable to respond within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.

Contacting our independent redress scheme

If you are not satisfied with the outcome of our final response, we advise that you contact our independent redress scheme. An independent redress scheme is a free, independent body set up to resolve disputes between consumers and businesses that have not been resolved internally. Their decisions are binding on both parties.

Independent redress schemes will only review complaints that have concluded with a final response from the agent, or where eight weeks have elapsed since the complaint was first made.

Dart & Partners is a member of The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Telephone 01722 333306, email admin@tpos.co.uk, website www.tpos.co.uk.

Contacting Propertymark

Propertymark are the leading professional body for the property sector. They will investigate complaints against their members where evidence points to a breach of their Conduct and Membership Rules, which can lead to a disciplinary hearing.

In some cases, complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. Visit propertymark.co.uk/professional-standards/complaints, telephone 01926 496 791 or email complaints@propertymark.co.uk.

Insurance complaints

If your complaint relates to insurance, it will be dealt with separately to ensure compliance with regulation rules. Any insurance-related matters will be acknowledged within five working days and can be reported by phone, post, email, or in person at your local branch.

Please allow up to eight weeks for a final response. Following our final response, if you are unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Email complaint.info@financial-ombudsman.org.uk, telephone 0800 023 4567, website financial-ombudsman.org.uk. You must contact them within six months of receiving our final response.