Complaints Policy
This complaints policy explains how DPF Property Services handle any complaints or grievances.
DPF Property Services may change this policy from time to time by updating this page. You should check this page to ensure that you are happy with any changes that might be made over time.
This policy was last updated on 6th July 2024.
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact us straight away with any concerns either by phone, email or write to us. If
writing, please get proof of posting.
Complaints Procedure
On receipt of your complaint the business aims to respond within 5 days. The business will arrange a convenient date to come and view and/or remedy the situation within 28days.In the unlikely event the business is unable to resolve your complaint having exhausted the businesscomplaints procedure, it may be necessary to use another complaint service. Where the businesscannot resolve the complaint to your satisfaction and/or agree to the final resolution requestsconfirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate yourcomplaint.The business has access to an Alternative Dispute Resolution (ADR) service for our domesticinstallation, service, repair and maintenance contracts as part of the Which? Trusted TradersEndorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ AlternativeDispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who canexplain if you are eligible to use their Alternative Dispute Resolution.
