John G Dean & Co

Procedure for handling complaints

If you have a complaint then this page sets out our procedure for dealing with that complaint.

1. A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:

Ms Caroline Appleby, John G Dean & Co., 189 Balham High Road, London SW12 9BA Email: info@johndean.co.uk

2. Where your complaint is initially made orally you will be requested to send a written summary of your complaint to Ms Appleby

3. Once we have received your written complaint, you will receive an acknowledgement within three days, and within fifteen days we will contact you in writing. At that stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this

4. Within twenty-one days of receipt of your written summary, we will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what actions have been or will be taken.

5. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, your complaint can be passed to an independent body who will investigate your complaint. For complaints by a consumer please see www.tpos.co.uk/consumers/how-to-make-a-complaint

If your complaint relates to a tenancy deposit matter we are members of the Tenancy Deposit Scheme (TDS), PO Box 1255, Hemel Hempstead, Herts, HP1 9GN