Complaints Procedure

At Dreytons, we are committed to providing high-quality service. However, if you feel dissatisfied with any aspect of our service, we have a structured process to handle your complaint promptly and fairly.

Step 1 : Initial Complaint

1.1 If you have a complaint, please contact us in the first instance:

1.2 Please provide the following details in your complaint:

  • Your full name and contact details.
  • Details of the issue, including dates, times, and individuals involved.
  • Any relevant documentation or evidence supporting your complaint

Step 2 : Acknowledgment of Complaint

2.1 We will acknowledge receipt of your complaint in writing within three working days.

2.2 The complaint will be assigned to a dedicated member of our team for investigation.

Step 3 : Investigation

3.1 We will conduct a thorough investigation into the issues raised.

3.2 During the investigation, we may contact you for further details or clarification.

Step 4 : Response to Your Complaint

4.1 Within 15 working days of acknowledging your complaint, we will provide a written response outlining:

  • The outcome of the investigation.
  • Any actions we have taken or propose to take to address the issue.

4.2 If we require more time to investigate, we will notify you and provide a revised timeline.

Step 5 : Escalation to the Redress Scheme

5.1 If you are not satisfied with our final response, you can escalate your complaint to our designated redress scheme:

The Property Ombudsman

5.2 Complaints must be referred to The Property Ombudsman within 12 months of receiving our final response.

Step 6 : Ongoing Feedback

We value your feedback and use complaints as an opportunity to improve our services.

If you have any questions about this Complaints Procedure, please contact us at complaints@dreytons.com or call us at 020 8088 0848.

Thank you for choosing Dreytons

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