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Complaints procedure & Cookie policy

Complaints Procedure 

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 
Operations Manager 
D B Roberts Property Centres 
6a The Professional Quarter, Sitka Drive,  
Emstrey, Shrewsbury SY2 6LG 
Email: lisa.edwards@dbroberts.co.uk 
 
 
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.  
 
 

Cookies Policy

Cookies are small text files that are placed on to your computer by websites that you visit. They are used to make websites work, to improve efficiency of websites, to improve the user’s experience and to provide usage information on websites. This information should make your website visits more productive by storing and using information on your website preferences and habits.

Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

The settings on your web browser can usually allow you to choose whether or not to accept cookies. Most web browser software is initially set up to accept them.

We may offer cookies to you and you should ensure that your web browser is set up to not accept cookies if you do not wish to receive them. Please note that if you disable cookies, some services or website functionality may not be available. For further information about cookies and how to disable them please go to www.aboutcookies.org. 

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

By continuing to use this site, you are accepting our use of the cookies described below that make advertising and communications more relevant to you and your interests, and further help us to improve the site.

 

Cookie ID Type of cookie Origin Reason
_ctesius_session Essential Homeflow Homeflow Homeflow is the provider of our website software. This cookie is used to track logged in users, saved searches and saved properties.
cookie_dire ctive Essential Homeflow Homeflow Used to hide the cookie policy notice if already seen.
_ga
_gid
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___utmt
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___utma
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Analytical  Google Analytics Google Analytics is a third-party website monitoring tool that allows users to see volumes of website visitors, their source, and to analyse how the content of their website is viewed and navigated.
This in turn allows optimisation of the content and pages on www.homeflow.co.uk and the marketing programmes that drive traffic to the website. Google Analytics does not store any personal information about website visitors, but does usepersistent cookies to identify repeat visitors.
You may universally opt-out of all Google Analytics tracking used by all websites by visiting
https://tools.google.com/dlpage/gaoptout
Google's privacy policy is available at:
https://www.google.com/policies/privacy/