What to do if you are unhappy with our service

At Dot Dot Dot we work hard to ensure you are happy with our service. Whether you are an existing guardian, someone interested in becoming a guardian – or indeed one of our clients with a building under our management – we aim to solve things quickly and fully the first time you ask.

Standards in the property guardianship sector

From day one, Dot Dot Dot has set out to be a company that acts ethically – for our guardians, for property owners, for staff and for the wider community. In fact, behaving ethically and with integrity is written into our governing documents – the papers all companies must have which set out how they are to be run.

We are also a member of The Property Ombudsman scheme; an independent body set up to protect consumers from unfair practice. Being a member demonstrates our commitment to high standards, best practice and delivering a fair, transparent and quality service.

Our feedback and complaints process

We are committed to providing a high standard of service. However, if we don’t quite hit the mark for you, for whatever reason, we’d like to hear your feedback. We’ll investigate it appropriately and get back to you with our findings.

To make it easy to share your feedback you can send us your concerns immediately.

When you contact us we’ll conduct a review and then let you know what we’ll be doing to resolve it for you. Our commitment is to resolve the issue in full and as quickly as we can.

Further information on our feedback and complaints process

Stage 1: Informal stage: Speak to a member of the Dot Dot Dot team

If you are unsatisfied with our service, please raise an issue with the member of staff who you are dealing with, so that they can try and resolve it. We aim to understand your perspective, and where we can, work to resolve your complaint at the time of your first contact. A record of your dissatisfaction will be made on our database and will include any conversations that take place, any correspondence and resolutions reached.

If we need to collect further information or investigate the issues further, we will keep in touch with you regularly so you know what we are doing to answer your complaint.

Stage 2: Review stage

If you are unsatisfied with our initial response, please contact complaints@dotdotdotproperty.com (or write to us at our office address) with a written summary of why you remain unsatisfied, along with your full name and contact details. It’s helpful if you can also state what resolution you are seeking.

A complaint at Stage 2 will be acknowledged by one of Dot Dot Dot’s management team within two working days and an investigation will be undertaken. A written summary of investigations and steps taken will be sent to you within ten further working days. If for any reason we need further time, we will get in touch with you to let you know.

Stage 3: Final review stage

If you still remain dissatisfied and wish to further escalate your complaint, you may then write to Dot Dot Dot’s chief executive at hello@dotdotdotproperty.com.

Your complaint will be acknowledged by Dot Dot Dot’s chief executive within two working days, who will then undertake a full review of your complaint. Following these further investigations, the chief executive will detail their findings and recommendations in a written response within ten working days. This will constitute Dot Dot Dot’s final view on the issue.

Stage 4: Review by an independent Redress Scheme

If you still remain unsatisfied after receiving Dot Dot Dot’s final viewpoint letter, you can contact The Property Ombudsman which operates an independent Redress Scheme.

The government-approved scheme provides a free and impartial service to resolve disputes between property agents and consumers fairly.

In the event that you remain unsatisfied with Dot Dot Dot’s final viewpoint, you will need to contact The Property Ombudsman after eight weeks of receiving Dot Dot Dot’s final viewpoint letter but not more than 12 months after receiving the final viewpoint letter. Please also note that The Property Ombudsman requires that complaints are heard and addressed through Dot Dot Dot’s in-house complaints procedure first.