Dukes Estate Agency
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01753 905679 ask@dukesestate.com

Registered office.

The Porter Building, 1 Brunel Way, Slough, Berkshire, SL1 1FQ

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Sales Valuation Rental Valuation

Make a complaint

Tell Dukes what happened in your own words. The short form starts below and prepares a written record for the Complaints Officer.

Tell us what happened

Formal complaint to the Complaints Officer

Five clear prompts help the Complaints Officer identify the case and understand what would put it right.

  1. So Dukes can reach you and confirm receipt.

  2. Helps Dukes find the right file quickly.

  3. In your own words — this is the core of your complaint.

  4. Helps build an accurate timeline.

  5. What resolution would put this right for you.

Your complaint is ready to review in your email app

Nothing has been sent. Your email app will open a draft for you to check, attach records and send it yourself.

  1. Check draft
  2. Attach records
  3. Send it yourself

Complaints procedure

What happens after you send

The full procedure is set out below in the order it happens.

  1. 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.

  2. Confirmation

    Dukes will acknowledge the written complaint within three working days.

  3. 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.

  4. 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.

  5. Final written response

    The response will explain the findings, any proposed resolution and whether the internal procedure 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

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.

Property Redress membership certificate PRS056655 · valid until 2 February 2027 · PDF · 263 KB Open certificate (opens in a new tab)

Common questions

Plain answers about the written route and what this page does.

This procedure has been prepared with reference to current independent property-redress guidance.

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.

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