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:
Ms Lisa Edwards
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.
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