Make a complaint
Please put your complaint in writing to the Complaints Officer. A written complaint gives you and Dukes the same record of every point raised, and starts the procedure set out below.
Email the Complaints Officerask@dukesestate.comWhat to include
The more of this Dukes has at the outset, the sooner the investigation can start.
The complaint route
What happens next
A clear written process, from receipt to final response.
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Send your complaint
Send the details in writing so there is a clear record of every point raised.
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Confirmation
Dukes will acknowledge the written complaint within three working days.
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Investigation
The Complaints Officer will review the complaint and relevant records. A full written response should normally be issued within ten working days of the acknowledgement.
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If more time is required
If the investigation cannot be completed within that period, Dukes will explain the reason and provide an estimated response date.
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Final written response
The response will explain the findings, any proposed resolution and whether the internal procedure is complete.
Dukes Estate Agency is a member of Property Redress, an independent redress scheme. If you remain dissatisfied with Dukes' final response, or eight weeks have passed since Dukes received your written complaint without resolution, you may be able to refer the complaint to Property Redress.
