Complaints Procedure

Here at DLM Property Management Ltd we pride ourselves on the level of customer service that we provide and are naturally concerned should you have cause to complain.

DLM Property Management Ltd is a member of both Property Redress Scheme (PRS) and ARLA Propertymark – both government approved redress schemes.

In the event that you feel dissatisfied with our service, including the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and either email or post to the branch, or complete the contact us form here.

What will happen next?

We will acknowledge your complaint within 3 working days. The Branch/Line Manager will conduct an investigation.

Within 15 working days of receipt of your initial complaint, you will receive a written response with the outcome of the investigation.

If you remain dissatisfied with the response, please contact us again by email or letter and the matter will be referred to the Director, for a further review – their written final viewpoint will be issued within a further 15 working days.

Should you still remain dissatisfied, you should then contact the Property Redress Scheme (contact details below), please be aware you have up to 12 months from the date of the Final Viewpoint email/letter to refer your complaint to the Ombudsman.

Property Redress Scheme

Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH

Telephone: 0333-3219418

Website: www.theprs.co.uk/ContactUs

For Lettings Complaints Only

Once the Ombudsman has concluded his investigation you may forward your complaint to ARLA Propertymark – details below.

You will need to submit your complaint to ARLA Propertymark within six months of the Ombudsman’s final review. Please visit their website (below) to obtain full details on how to make your complaint.

ARLA Propertymark contact information:

Address: Regulation, Propertymark, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG

Email: complaints@propertymark.co.uk
Website: propertymark.co.uk

Full Complaints Procedure document is available in the Branch office should you require a copy.