Complaints Procedure

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint

I. The schedule attached gives details of the person 6. If you are a consumer and you complaint who should be contacted (Ist contact), in the relates to Estate Agency, Property event of a complaint relating to a given office or Management or Residential Lettings, and department of the company. your complaint has not been resolved to your satisfaction then we agree to the referral 2. Where your complaint is initially made orally of your complaint to The Property Redress you are requested to send a written summary of Scheme, Premiere House, 1st Floor, Elstree your complaint to the person dealing with it. Way, Borhamwood WD6 1JH (0333 321 9418) from whom details of the redress scheme can 3. Once we have received your written summary be obtained. of the complaint we will contact you in writing www.theprs.co.uk within 7 days to inform you of our understanding of the circumstances leading to your complaint. If your complaint relates to a valuation or You will be invited to make any comments that survey then under RICS rules the default you may have in relation to this. Alternative Dispute Resolution provider is The Centre for Effective Dispute Resolution 4. Within 14 days of receipt of your written (CEDR) their contact details are:- 70 Fleet summary the person dealing with your complaint Street, London, EC4Y 1EU (020 7520 3800) will write to you, in order to inform you of the www.cedr.com outcome of the investigation into your complaint and to let you know what actions have been or 7. If you are a business and your complaint has will be taken. still not been resolved to your satisfaction, we agree to the referral of your complaint 5. If you are dissatisfied with the outcome you to The Arbitrational Procedure for Surveying should contact the senior Director referred Disputes, IDRS Ltd, 70 Fleet Street, London to in the right hand column of the schedule EC4Y IEU (020 7520 3800), from whom (2nd contact). He/She will personally conduct details of the scheme may be obtained. a separate review of your complaint and www.idrs.ltd.uk contact you within 14 days to inform you of the conclusion of this review. 8. If your complaint relates to either Morley or Elland office please address your initial complaint to Steven Potts (see overleaf). If he is unable to provide you with a satisfactory resolution then your second tier complaint should be addressed to the appropriate franchise proprietor as listed overleaf.

Version 23 - July 2018 dacres.co.uk Contacts

Office/department to 1st Contact 2nd Contact which complaint relates

Keighley, Baildon, Bingley, Tim Usherwood Paul Baxter Saltaire, New Homes The Estate Office, 2 - 4 Bondgate, 28 Market Place, Wetherby, Otley, West Yorkshire, LS21 3AB West Yorkshire, LS22 6NE Tel: 01943 463321 Tel: 01937 586177

Settle, Skipton, Ilkley, Steven Potts Paul Wilson Burley-in-Wharfedale 93 Main Street, Bingley, 1-5 The Grove, Ilkley, West Yorkshire, BD16 2JA West Yorkshire, LS29 9HS Tel: 01274 560421 Tel: 01943 600655

Guiseley, Otley, Wetherby, Paul Wilson Patrick McCutcheon Thirsk 1-5 The Grove, Ilkley, 1-5 The Grove, Ilkley, West Yorkshire, LS29 9HS West Yorkshire, LS29 9HS Tel: 01943 600655 Tel: 01943 600655

North Leeds, Bramhope Steven Potts Ian Bradbury 93 Main Street, Bingley, 75 North Street, Keighley, West Yorkshire, BD16 2JA West Yorkshire, BD21 3RZ Tel: 01274 560421 Tel: 01535 611511

Harrogate, Knaresborough, Paul Wilson Ian Bradbury Pateley Bridge, Ripon 1-5 The Grove, Ilkley, 75 North Street, Keighley, West Yorkshire, LS29 9HS West Yorkshire, BD21 3RZ Tel: 01943 600655 Tel: 01535 611511

Residential Lettings and Emma Kerrywood Paul Baxter Management 1-5 The Grove, Ilkley, 28 Market Place, Wetherby, West Yorkshire, LS29 9HS West Yorkshire, LS22 6NE Tel: 01943 600655 Tel: 01937 586177

Surveyors including :- Ian Briggs James Wattrus Ian Briggs, Martin Catley, 1-5 The Grove, Ilkley, 1-5 The Grove, Ilkley, Rob Harper, James Larmuth , West Yorkshire, LS29 9HS West Yorkshire, LS29 9HS James Wattrus Tel: 01943 600655 Tel: 01943 600655

Commercial, Professional, Fiona Bellamy David Ogilvie Land & Development Regent House, Queen Street Regent House, Queen Street Leeds, LS1 2TW Leeds, LS1 2TW Tel: 0113 3863100 Tel: 0113 3863100

Morley Office Steven Potts Gavin Townsend 93 Main Street, Bingley, Right House Yorkshire Ltd, West Yorkshire, BD16 2JA 34 Queen Street, Morley, Leeds, Tel: 01274 560421 West Yorkshire, LS27 9BR Tel: 0113 322 6333

Elland Office Steven Potts Philip Garnett 93 Main Street, Bingley, Elland and Regional Estates Ltd, West Yorkshire, BD16 2JA 3 Victoria Road, Elland Tel: 01274 560421 West Yorkshire, HX5 0AB Tel: 01422 414888

Regulated by RICS dacres.co.uk