Complaints Procedure
⸻
Douglas Estates and Properties Limited
Company Number: 16966762
Registered Office:
Unit 3
Wilden Lane
Wilden Industrial Estate
Stourport-on-Severn
Worcestershire
DY13 9JY
1. Our Commitment
Douglas Estates and Properties Limited is committed to delivering a professional, courteous and highly personalised service to every client, purchaser, applicant and member of the public.
Whilst we strive to provide an exceptional standard of service at all times, we recognise that concerns or complaints may occasionally arise. We regard complaints as an opportunity to review our performance, learn from our experiences and continuously improve the quality of our services.
We are committed to investigating every complaint fairly, impartially, consistently and without unnecessary delay. Every complaint will be treated with respect and handled confidentially.
No individual will be treated less favourably for making a genuine complaint.
⸻
2. Purpose
The purpose of this procedure is to ensure that all complaints are:
• acknowledged promptly;
• investigated thoroughly;
• considered objectively;
• resolved fairly;
• recorded appropriately;
• used to improve our business.
This procedure has been designed to provide a clear route for raising concerns and seeking resolution.
⸻
3. Who May Make a Complaint
A complaint may be made by:
• Sellers.
• Buyers.
• Landowners.
• Prospective purchasers.
• Applicants.
• Website users.
• Professional advisers.
• Solicitors.
• Surveyors.
• Mortgage advisers.
• Members of the public.
• Any person directly affected by our services.
Where someone is acting on behalf of another person, we may request written authority before discussing confidential information.
⸻
4. What Is a Complaint?
A complaint is any expression of dissatisfaction about our service, whether justified or not, requiring a response.
Examples include:
• Poor communication.
• Delays.
• Failure to return calls or emails.
• Concerns regarding marketing.
• Property particulars.
• Viewing arrangements.
• Negotiations.
• Professional conduct.
• Data protection concerns.
• Administrative errors.
• Billing concerns.
• Website issues.
• Staff behaviour.
• Compliance concerns.
• Handling of personal information.
• Any aspect of our service.
General enquiries, requests for information or commercial negotiations are not normally treated as complaints unless dissatisfaction is clearly expressed.
⸻
5. How to Make a Complaint
Complaints should preferably be submitted in writing to enable a full investigation.
They may be sent by:
[Insert Email Address]
Post
Douglas Estates and Properties Limited
Unit 3
Wilden Lane
Wilden Industrial Estate
Stourport-on-Severn
Worcestershire
DY13 9JY
Where necessary, complaints may also be raised by telephone. We may ask you to confirm the details in writing to ensure we fully understand your concerns.
Please include, where possible:
• Your name.
• Contact details.
• Property address (if applicable).
• Dates of events.
• Names of any members of staff involved.
• A clear description of your concerns.
• Copies of any relevant correspondence.
• The outcome you are seeking.
Providing this information will assist us in investigating your complaint efficiently.
⸻
6. Acknowledgement
We aim to acknowledge receipt of every complaint promptly.
Our acknowledgement will normally:
• confirm receipt;
• identify the person responsible for investigating the complaint;
• explain the next steps;
• provide an indicative timescale for our investigation.
If additional information is required, we will request it as early as possible.
⸻
7. Investigation
Every complaint will be investigated carefully and objectively.
The investigation may include:
• reviewing correspondence;
• reviewing telephone records;
• reviewing internal file notes;
• reviewing property records;
• reviewing contracts and documentation;
• interviewing relevant members of staff;
• reviewing compliance records;
• reviewing marketing material;
• considering relevant legislation;
• considering industry guidance.
Each complaint will be assessed on its own facts.
We will approach every investigation fairly and without prejudice.
⸻
8. Communication During the Investigation
If our investigation is likely to take longer than anticipated, we will keep you informed of progress wherever reasonably possible.
Where additional information is required from you, we will explain why it is needed.
Our objective is to keep communication open and transparent throughout the process.
⸻
9. Our Written Response
Following completion of our investigation, we will provide a written response.
Our response will normally include:
• a summary of the complaint;
• our understanding of the issues raised;
• the findings of our investigation;
• any conclusions reached;
• any action already taken;
• any proposed resolution;
• details of any further rights available to you.
Where we identify shortcomings in our service, we will acknowledge them openly.
⸻
10. Possible Outcomes
Depending upon the circumstances, a complaint may be resolved by:
• providing clarification;
• providing further information;
• offering an explanation;
• correcting inaccurate information;
• rectifying an administrative error;
• reviewing procedures;
• providing an apology where appropriate;
• taking corrective action;
• implementing additional staff training;
• reviewing internal processes;
• offering another appropriate remedy where justified.
Each complaint is considered individually.
⸻
11. Complaints Relating to Staff Conduct
Where a complaint concerns the conduct of an individual member of staff, the matter will be investigated objectively and confidentially.
Appropriate action may include:
• additional supervision;
• further training;
• formal management review;
• disciplinary procedures where appropriate.
Personnel matters remain confidential and may not be disclosed to complainants.
⸻
12. Complaints Concerning Property Information
Where concerns relate to property particulars, photographs, floor plans, measurements or marketing information, we will review all relevant records and, where appropriate:
• amend published information;
• notify interested parties if necessary;
• correct factual inaccuracies;
• improve our verification procedures.
Whilst every effort is made to ensure accuracy, property particulars are prepared from information available at the time and may require amendment.
⸻
13. Complaints Concerning Personal Data
Complaints regarding the handling of personal information will be investigated in accordance with:
• UK GDPR;
• Data Protection Act 2018;
• our Privacy Policy;
• our internal data protection procedures.
Where a personal data breach is identified, appropriate action will be taken in accordance with applicable legislation.
⸻
14. Confidentiality
All complaints will be handled confidentially.
Information relating to complaints will only be shared with those who require access in order to investigate or resolve the matter or where disclosure is required by law.
⸻
15. Record Keeping
We maintain records of complaints in order to:
• monitor service quality;
• identify recurring issues;
• improve procedures;
• demonstrate regulatory compliance;
• support staff training.
Complaint records are retained in accordance with our data retention procedures.
⸻
16. Continuous Improvement
Complaints are reviewed periodically to identify trends and opportunities for improvement.
This may result in:
• revised procedures;
• updated documentation;
• enhanced staff training;
• improvements to customer communication;
• operational changes;
• compliance reviews.
Our objective is continual improvement rather than simply resolving individual complaints.
⸻
17. Escalation
If you remain dissatisfied after receiving our final written response, you may request that the matter be reviewed internally if you believe relevant information has not been considered.
Following completion of our internal complaints procedure, you may be entitled to refer your complaint to the independent property redress scheme of which Douglas Estates and Properties Limited is a member.
Details of the relevant scheme, together with information regarding eligibility and applicable timescales, will be provided with our final response where appropriate.
Nothing in this procedure affects your statutory rights.
⸻
18. Accessibility
We aim to make this complaints procedure accessible to everyone.
If you require this document in an alternative format or need reasonable adjustments to make or pursue a complaint, please contact us. We will make reasonable efforts to accommodate your needs.
⸻
19. Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains accurate, effective and compliant with applicable legislation, regulatory guidance and industry best practice.
⸻
20. Contact
Douglas Estates and Properties Limited
Unit 3
Wilden Lane
Wilden Industrial Estate
Stourport-on-Severn
Worcestershire
DY13 9JY
Email: enquiries@douglasestatesandproperties.com
Telephone: 01299 575766