Dawson Wake Properties
Internal Complaints Procedure
 

At Dawson Wake Properties we are committed to providing an outstanding service to all our clients and customers.  We do accept that at times things do not always go according to plan. When this happens, we need you to tell us about it.  This will help us to improve our standards, review our processes and ensure we are providing the required information and training for our teams. 

If you have a complaint, we ask that you put it in writing, it will be helpful for you to summarise the specific complaints/concerns you have and follow this with as much detail on each one. This way we can be sure to review and respond to all your concerns.  

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter). 

Stage 1 – please write to Bev Wake, Director, 30-32 Town St, Farsley Pudsey LS28 5LD, info@dawsonwake.co.uk  

What will happen next? 

  • We will acknowledge receipt of your complaint within three working days of receiving it.
  • We will then investigate your complaint.  A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If the matter is complex or we need slightly longer to complete our investigation, then we will advise of such in writing. 

     Stage 2

  • In the event that that you continue to have concerns and you have received a copy of our ‘final viewpoint letter’, or more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from The Property Redress Scheme without charge. 
    The Property Redress Scheme Premiere House, 1st Floor, Elstree Way, Borehamwood.
    Email: complaints@theprs.co.uk
    Web:
    www.theprs.co.uk


Please note the following: 

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.  

The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.  

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