Complaints Procedure

As a firm licensed by the National Approved Letting Scheme and the London Landlord Accreditation Scheme, DABORACONWAY aims to provide the highest standards of service to all of our vendors, purchasers, landlords and tenants.

However to ensure your interests are safeguarded, we offer the following:


STAGE ONE

GUARANTEED RENT SCHEME (PSL) AND COUNCIL NOMINATED TENANTS

If you believe you have a grievance and if your complaint relates to a residential property that you have leased to DABORACONWAY or if you are a tenant nominated to us by a Local Authority, please write in the first instance to:

Mr Martin Gard
9 High Street
Wanstead
London E11 2AA

Your complaint will be acknowledged within 3 working days from receipt of the letter and then investigated thoroughly in accordance with established ‘in house’ procedures. Within a week of the complaint being made, a meeting or detailed telephone conversation will take place with the relevant member of staff. If at that point it is felt that no further information is required, a formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale we will advise you in writing and confirm the revised response date.

 

STAGE TWO

If you remain dissatisfied with the result of the internal investigation please write to:

Mr Philip Staniland
9 High Street
Wanstead
London
E11 2AA


Following receipt of your 'Stage Two' complaint a thorough review of all evidence will be undertaken and we will write to you within 15 working days with a final written statement.

  

STAGE THREE

If you are dissatisfied with the conclusion of the ‘in house’ review of the complaint, you can refer the matter in writing to:

 

The Directors
9 High Street
Wanstead
London
E11 2AA

STAGE ONE

ESTATE AGENCY SERVICES AND PRIVATE LETTINGS

If you believe you have a grievance and if your complaint relates to a residential property that you have privately let or are selling through DABORACONWAY or if you are a private tenant or purchaser, please write in the first instance to:

Mr Brett Miller
121 George Lane
South Woodford
London E18 1AN

Your complaint will be acknowledged within 3 working days from receipt of the letter and then investigated thoroughly in accordance with established ‘in house’ procedures. Within a week of the complaint being made, a meeting or detailed telephone conversation will take place with the relevant member of staff. If at that point it is felt that no further information is required, a formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale we will advise you in writing and confirm the revised response date.

 

STAGE TWO

If you remain dissatisfied with the result of the internal investigation please write to:

Mr Philip Staniland
9 High Street
Wanstead
London
E11 2AA

Following receipt of your 'Stage Two' complaint a thorough review of all evidence will be undertaken and we will write to you within 15 working days with a final written statement. 

 

STAGE THREE

If you are dissatisfied with the conclusion of the ‘in house’ review of the complaint, you can refer the matter in writing to:

 

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
T: 01722 335 458

www.tpos.co.uk 



 

PLEASE NOTE- If you are writing to The Property Ombudsman, this must be sent within 12 months of you receiving a Stage Two reply.

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