We are committed to providing a professional service to all our clients and customers but if things do go wrong, we need you to tell us. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please speak to the manager of the branch or department you are dealing with to see if things can quickly be resolved. If you do not feel that your issues have been resolved, please put your complaint in writing by letter or email and address it to:
Mrs Joanne Culley
D B Roberts Property Centres
6a The Professional Quarter, Sitka Drive,
Emstrey, Shrewsbury SY2 6LG
Please include as much detail as possible including dates, names of staff members dealt with and where possible copies of any supporting evidence. Your complaint will be acknowledged within 3 working days of receipt and we will start our in-house complaints process.
Your complaint will be investigated and Mrs Joanne Culley, Managing Director will provide a formal written response addressing your complaint within 15 working days of receiving your complaint.
If you are still not satisfied (or more than 8 weeks has elapsed since your written complaint was first made) you can request an independent review from The Property Ombudsman without charge by contacting them at TPOS, Milford House, 43 – 55 Milford Street, Salisbury, SP1 2BP www.tpos.co.uk. You must refer your complaint to the Ombudsman within 12 months of receiving the Final viewpoint letter in response to your complaint.
N.B Working days are counted as Monday to Friday inclusive, excluding public holidays.
The latest guidance from the Consumer Protection from Unfair Trading Regulations 2008 requires the Estate Agency sector to address the issue of transparency of fees. We refer our clients to carefully selected companies because we believe you may benefit from using their services. You are not under any obligation to use the services of any of the recommended providers, though if you accept our recommendation the provider is expected to pay us a referral fee.
From the following providers we may receive a referral fee per transaction as indicated:
From the following providers we may receive variable payments; the average amount per referral over the last 12 months is as indicated:
Non Managed: £450 + VAT (£540) Managed: £350 + VAT (£420) Rent collection only: £350 + VAT (£420)
Managed: 10% + VAT of the monthly rental amount Rent collection only: 7% + VAT of the monthly rental amount
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