Complaints Policy

Denar Property Services Ltd is committed to providing a first class service and to do everything we can to ensure you are satisfied. If you feel we have fallen short of this standard. Denar Property Services Ltd have procedures in place to ensure your complaint is dealt with in a courteous and fair manner.

If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your matter then you should set out your complaint in writing to:

Unit AH 36,

Argent House

175 Hook Rise South

Surbiton

Surrey

KT6 7LD

And/or by email to info@denarpropertymanagement.co.uk

In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:

An outline of your complaint explaining why you feel that we have fallen short of our first-class service.
What would you like us to do to resolve it?
Include any specific details/documentation that would assist us in resolving your complaint.

On receipt of a complaint, we will thoroughly investigate the issue(s) you have raised and respond to you accordingly.

The timescales for dealing with a complaint are as follows:

We will receive an ‘acknowledgement of receipt’ of your complaint from us within three working days of receipt of your complaint.
You will receive a full response within ten working days of the acknowledgement.
If we cannot resolve the matter within the ten working days as stated above, we will provide you with reasons why we could not meet this time frame and estimate when a full response will be received.
After our final written response, we may deem the complaint closed. If we consider the matter closed, we reserve the right not to enter into any further correspondence with you.

We are members of The Property Ombudsman. If you remain unhappy with our response and have exhausted our complaints procedure, you can contact The Property Ombudsman to ask them to investigate your complaint. To take your complaint to The Property Ombudsman you must first have carried out the following:

You have waited eight weeks from the date of your written complaint to us for a response

The Property Ombudsman is a government-approved Scheme that resolves complaints between members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s internal complaints procedure and response. The Property Ombudsman is free for the complainant, and further information and guidance on resolving complaints is available via their website.

To make a complaint, please contact The Property Ombudsman directly or visit their website and fill out a Complaints Form.

The Property Ombudsman contact details are as follows:

Website: www.tpos.co.uk

By Email: admin@tpos.co.uk

By Post at: 1Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP