Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Stage 1—Your Complaint

Please put your complaint in writing either by letter or email and address it to us. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Property King Estate Agents
65 High Street
Dartford
Kent
DA1 1DJ
01322 837 619
info@propertykingdartford.co.uk

Stage 2—Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints procedure within 3 days of receiving your complaint.

Stage 3—Our Investigation

Your complaint will be investigated, and a relevant member of staff will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate

Stage 4—Our Final Investigation

If you remain unhappy, your subsequent complaint will be investigated by a relevant member of staff and will provide a written response within 15 days or receiving your complaint outlining our final position and proposing resolutions where appropriate

Stage 5—The Property Ombudsman

Once a final viewpoint letter has been issued, you may refer the matter to The Property Ombudsman within 12 months of the date of our final viewpoint letter. Their contact details are as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk