Complaints Procedure

We always endeavour to provide the highest level of service to all our clients. If, at any time, you feel that something is wrong you should air your concerns immediately to a member of Davis Tate staff so that it can be put right.

We are members of the National Association of Estate Agents (NAEA), The Association of Residential Letting Agents (ARLA) and The Property Ombudsman (TPO) and many of our staff have professional qualifications to ensure that your interests are safeguarded.

However, if you have a complaint because of your dealings with Davis Tate, we have the following procedure in place:

Stage One – Branch Manager/Head of Department

Your complaint should, in the first instance, be directed in writing to the Manager of the estate agency branch or department you have been dealing with. Once received your letter will be acknowledged within 3 working days and the manager will endeavour to liaise with you quickly and resolve your complaint immediately, and no later than 15 working days from the first notification.

Stage Two – Director of Property Management

If, after you have dealt with the branch manager, you remain dissatisfied you may address your concerns, in writing, to the Director of Property Management and your concerns will then be assigned and reviewed for a final viewpoint by a Managing Director.

The address to write to is:

Bruce Vickery,
Davis Tate
Glendale House,
Reading Road
Burghfield Common
Reading
RG7 3BL

Or email: bruce.vickery@davistate.com 

Stage Three – The Property Ombudsman

If you remain dissatisfied with the outcome of your complaint after dealing with a manager, and once you have received a final viewpoint letter from a director you may approach the Property Ombudsman.

The Property Ombudsman Ltd
www.tpos.co.uk

• You must make your complaint to the Property Ombudsman no earlier than 8 weeks after your initial written notification and no later than 12 months of the date of our final viewpoint letter.
• The Property Ombudsman will not consider your complaint until our internal complaints’ procedure has been exhausted and you have received our final viewpoint letter.
• The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late payment charges and/or further action.