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Complaints Procedure

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

 

  1. The schedule attached gives details of the person who should be contacted (first contact) in the event of a complaint relating to a given office or department of the company.
     
  2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it.
     
  3. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
     
  4. Within 14 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
     
  5. If you are dissatisfied with the outcome you should contact the senior director referred to in the right hand column of the schedule (second contact). They will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
     
  6. If you are a consumer and the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Ombudsman Service Ltd, PO Box 1021,Warrington,WA4 9FE (0330 440 1634) from whom details of the scheme may be obtained. www.ombudsman-services.org
     
  7. If you are a business and your complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Arbitrational Procedure for Surveying Disputes, IDRS Ltd, 70 Fleet Street, London EC4Y 1EU (020 7520 3800), from whom details of the scheme may be obtained. www.idrs.ltd.uk

Reporting a complaint - Franchise offices

  1. The schedule attached gives details of the person who should be contacted in the event of a complaint relating to a franchise office.
     
  2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it.
     
  3. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
     
  4. Within 14 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
     
  5. If you are a consumer and the complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to The Ombudsman Service Ltd, PO Box 1021,Warrington,WA4 9FE (0330 440 1634) from whom details of the scheme may be obtained. www.ombudsman-services.org
     
  6. If you are a business and your complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to The Arbitrational Procedure for Surveying Disputes, IDRS Ltd, 70 Fleet Street, London EC4Y 1EU (020 7520 3800), from whom details of the scheme may be obtained. www.idrs.ltd.uk
     
  7. Please note that if your complaint relates to Dacre, Son & Hartley Limited then you should ask for the complaints procedure relating to that company which can be obtained from the head office: - 1-5 The Grove, Ilkley, West Yorkshire LS29 9HS, email ilkley@dacres.co.uk or from the website www.dacres.co.uk.

Contacts

Office/department to which
complaint relates
First ContactSecond Contact
Keighley, Baildon, Bingley,
Saltaire, New Homes
Tim Usherwood
32 Sheep Street
Skipton
North Yorkshire
BD23 1HX
Tel. 01756 701010
Paul Baxter
28 Market Place
Wetherby
West Yorkshire
LS22 6NE
Tel. 01937 586177
Settle, Skipton, Ilkley,
Burley-in-Wharfedale
Steven Potts
93 Main Street
Bingley
West Yorkshire
BD16 2JA
Tel. 01274 560421
Tim Waring
17 Albert Street
Harrogate
North Yorkshire
HG1 1JX
Tel. 01423 877200
Guiseley, Otley Tim Usherwood
32 Sheep Street
Skipton
North Yorkshire
BD23 1HX
Tel. 01756 701010
Patrick McCutcheon
1-5 The Grove
Ilkley
West Yorkshire
LS29 9HS
Tel. 01943 600655
Wetherby,Thirsk Paul Wilson
1-5 The Grove
Ilkley
West Yorkshire
LS29 9HS
Tel. 01943 600655
Peter Leadbeater
32 Otley Road
Guiseley
Leeds
LS20 8AH
Tel. 01943 870326
North Leeds, Bramhope Tim Waring
17 Albert Street
Harrogate
North Yorkshire
HG1 1JX
Tel. 01423 877200
Ian Bradbury
75 North Street
Keighley
West Yorkshire
BD21 3RZ
Tel. 01535 611511
Harrogate, Knaresborough,
Pateley Bridge, Ripon
Paul Wilson
1-5 The Grove
Ilkley
West Yorkshire
LS29 9HS
Tel. 01943 600655
Ian Bradbury
75 North Street
Keighley
West Yorkshire
BD21 3RZ
Tel. 01535 611511
Residential Lettings and Management Steven Potts
93 Main Street
Bingley
West Yorkshire
BD16 2JA
Tel. 01274 560421
Paul Baxter
28 Market Place
Wetherby
West Yorkshire
LS22 6NE
Tel. 01937 586177
Surveyors:
Ian Briggs
Martin Catley
Rob Harper
James Larmuth
James Wattrus
Ian Briggs
1-5 The Grove
Ilkley
West Yorkshire
LS29 9HS
Tel. 01943 885400
James Watrus
1-5 The Grove
Ilkley
West Yorkshire
LS29 9HS
Tel. 01943 885400
Commercial, Professional,
Land & Development
Andrew Peacock
Regent House
Queen Street
Leeds
LS1 2TW
Tel. 0113 3863100
David Ogilvie
Regent House
Queen Street
Leeds
LS1 2TW
Tel. 0113 3863100
Morley Office Mr Gavin Townsend
34 Queen Street
Morley
Leeds
LS27 9BR
Tel. 0113 322 6333
Email. morley@dacres.co.uk