David Grace Complaints Procedure

At David Grace, we take pride in the service we provide to our clients. However, if something hasn’t gone quite right, we’d really like to hear about it so we can look into the issue and improve how we do things in the future.

• If you think you have—or might have—a complaint about our service, please send a letter explaining the issue to:
  David Newton, Managing Director
  71 High Street, Grantham, Lincolnshire, NG31 6NR.

• We’ll acknowledge your letter within 3 working days and carry out a full investigation following our internal procedures. You’ll receive a written response within 14 working days of us receiving your complaint. If it looks like we’ll need more time, we’ll let you know in writing and give you an updated timeframe.

• If you’re not happy with the outcome after we’ve completed our investigation, you can take things further by contacting our redress scheme, The Property Ombudsman—an independent organisation that can look into your complaint.

• If you’re still not satisfied after going through our full complaints process—or if more than 8 weeks have passed since you first got in touch—you can ask The Property Ombudsman for an independent review, completely free of charge.

To find our listing on the redress scheme, visit: https://www.tpos.co.uk/find-a-member

(Please note: there’s a 12-month time limit for raising your complaint with the Ombudsman. This starts from the date on your ‘Final Viewpoint Letter’ from us.)

The Property Ombudsman Limited