Applies to Dukes Estate AgencyProperty Redress memberWritten route
Make a complaint.
Tell Dukes what happened in your own words. The short form below prepares a written record for the Complaints Officer, and every step that follows it is set out on this page.
Tell us what happened
Put it on the record.
Five clear prompts help the Complaints Officer identify the case and understand what would put it right.
Formal complaint to the Complaints Officer ask@dukesestate.com
Complaint procedure
What happens after you send.
The full procedure is set out below in the order it happens.
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You act
Send your complaint
Send the details in writing so there is a clear record of every point raised.
Send it to the Complaints Officer at ask@dukesestate.com, or return to the complaint form.
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Dukes acts
Confirmation
Dukes will acknowledge the written complaint within three working days.
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Complaints Officer
Investigation
The Complaints Officer will review the complaint and relevant records. A full written response should normally be issued within ten working days of the acknowledgement.
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Dukes acts
If more time is required
If the investigation cannot be completed within that period, Dukes will explain the reason and provide an estimated response date.
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Complaints Officer
Final written response
The response will explain the findings, any proposed resolution and whether the internal procedure is complete.
Who does what
- You
- Put the complaint in writing and keep a copy of anything you attach.
- Dukes
- Acknowledges in writing, then investigates and responds within the stated periods.
- Complaints Officer
- Reviews the complaint and the relevant records, and issues the final written response.
- Property Redress
- Reviews eligible complaints independently once the internal route is complete.
If the internal route does not resolve it
Independent review
Dukes Estate Agency is a member of Property Redress, an independent redress scheme. If you remain dissatisfied with Dukes' final response, or eight weeks have passed since Dukes received your written complaint without resolution, you may be able to refer the complaint to Property Redress.
Property Redress contact details
- Official guidance
- Consumer information (opens in a new tab)
- Telephone
- 0333 321 9418
Property Redress normally requires the complaint to be raised within 12 months of your last communication with Dukes about the matter.
Plain answers
Common questions
Plain answers about the written route and what this page does.
Does this page send my complaint automatically?
No. It prepares a draft in your own email app. You review it, attach any records and choose when to send it.
What happens after I send it?
Dukes will acknowledge the written complaint within three working days. The Complaints Officer then reviews the complaint and the relevant records.
How long should the written response take?
A full written response should normally be issued within ten working days of the acknowledgement. If more time is needed, Dukes will explain why and provide an estimated response date.
How is my personal information handled?
Your complaint may contain personal information. Read Dukes' privacy information before sending it.
What if the complaint remains unresolved?
The qualified independent-review route and the verified Property Redress evidence are set out above. Using this procedure does not prevent you from seeking independent legal advice.
Can I complain about something that happened a while ago?
Dukes' internal route has no stated time limit. Property Redress normally requires the complaint to be raised within 12 months of your last communication with Dukes about the matter.
This procedure has been prepared with reference to current independent property-redress guidance.
Client care
One address, one officer.
Every formal complaint goes to the same place and is answered by the same person. If it is easier to write your own email than to use the form, that is equally valid.