Complaints Procedure
We are committed to providing a professional service to all clients and customers.
When something goes wrong, we need you to tell me about it, as this will help to improve company standards
and provide the best outcome possible.
If you have a complaint, please put it in writing, including as much detail as possible.
Daniel Jones Properties will then respond in line with the timeframes set out below.
If you feel we have not sought to address your complaint adequately within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider.
​
​
​
Making a complaint - What will happen next?
​​
-
A letter and/or email of acknowledgement regarding your complaint will be sent to you within three working days of receiving a complaint, enclosing a copy of this procedure.
​
​
-
Your complaint will then be investigated thoroughly and as a matter of urgency. This will be dealt with by Daniel Jones - Director of Daniel Jones Properties Ltd. A formal written outcome of the investigation will then be sent to you within 15 working days of sending the acknowledgement letter to you.
​
​
-
If, at this stage, you are still not satisfied, then you should make contact with us again in writing outlining anything that you are not satisfied with and we will arrange to review any outstanding points or questions.
​
​
-
We will write to you within 15 working days of receiving your request for a review, confirming the company’s final viewpoint on the matter. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review. The Ombudsman can be contacted at the below:
​​
​
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
​
​
01722 333 306
​
​
​
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
​
The Property Ombudsman requires that all complaints be addressed through this in-house complaints procedure before being submitted for an independent review.