Complaints
Complaints procedure
We aim to get things right first time. If we haven't, here's how to tell us and what happens next.
1. Tell us
Please put your complaint in writing by email to info@dwellingsgroup.co.uk or by post to 291 Birchfield Road, Perry Barr, Birmingham, B20 3DD, with as much detail as you can, including the property address and any dates.
2. We acknowledge it
We'll acknowledge your complaint within 3 working days and tell you who is dealing with it.
3. We investigate and reply
We'll look into it and send you a full written response within 15 working days of acknowledging it. If we need longer, we'll tell you why and when to expect our reply.
4. Review by a director
If you're not happy with our response, write to us within 15 working days asking for a review. A director who wasn't involved will review your complaint and send our final response within 15 working days.
5. The Property Redress Scheme
If you're still unhappy with our final response, or we haven't resolved your complaint within 8 weeks of you first making it, you can refer it to the Property Redress Scheme, free of charge. This must normally be done within 12 months of our final response.
Property Redress Scheme, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. Telephone 0333 321 9418, www.propertyredress.co.uk.
View our Property Redress Scheme membership certificate (PDF)