Customer Relations

Last modified: November 23, 2021

Introduction

Customer relations are something we strive to maintain and improve here at Daniel Hobbin Estate Agents Ltd. If you do wish to make a complaint, please follow our complaints procedure below.

Complaints procedure

  1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a service that we have provided.
  2. We will send you a written acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.
  3. Within four weeks of receiving a complaint, we will send you either
    1. a final response adequately addressing the complaint; or
    2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  4. Within eight weeks of receiving a complaint we will send you either:
    1. a final response adequately addressing the complaint; or
    2. a response which:
      1. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
      2. informs you that you may refer the handling of the complaint to the The Property Redress Scheme if you are dissatisfied with the delay.
  5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

The Property Redress Scheme can investigate complaints up to six months from when you received the final communication from us regarding the complaint.

Visit https://www.theprs.co.uk/Complain