We are committed to providing high-quality advice to the satisfaction of our clients. If you are a client of ours and are dissatisfied with any aspect of the service provided you are entitled to complain. We treat all complaints seriously and are committed to investigating them promptly and fairly.
If you have a complaint or would like to discuss the services provided to you by us, please contact your usual Dalham contact who will address this with you.
If you remain unhappy with the way your complaint has been dealt with then you should set out your complaint in writing to:
Dalham Management Limited
22 Chancery Lane
London
United Kingdom
WC2A 1LS
And/or by email at: [email protected]
When submitting your complaint please provide as much detail as possible, including the nature of the complaint, names of individuals involved, and any supporting documentation. We ask that you include as much specific detail as possible to assist us with resolving your complaint.
On receipt of a complaint, we will fully investigate the issue(s) you have raised and respond to you accordingly.
The timescales for dealing with a complaint are as follows:
• You will receive an ‘acknowledgment of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
• Within 10 working days of the acknowledgment, you will receive a full response.
• If we are unable to respond to the matter within 10 working days as stated above, we will provide you with reasons why we could not meet this timeframe and provide you with an estimate of when a full response will be received.
• After our final written response, we may deem the complaint closed. If we deem the matter closed, then we reserve the right not to enter into any further correspondence.
As members of the Property Redress Scheme (PRS) we are committed to resolving any complaints in a fair and transparent manner. The PRS is an independent redress scheme that provides consumers with a free and impartial means of resolving disputes with estate agents should a satisfactory outcome not be reached directly.
The PRS may be reached in the following ways:
Online: https://www.theprs.co.uk
Telephone: 0333 321 9418
Email: [email protected]
Our PRS membership number is PRS032032.
