DCRE Lets is committed to providing a high quality service to all our clients. When something goes wrong, we need you to tell us about it as this helps us to improve our standards and resolve issues as quickly as possible.
If you have a complaint about our service, please put the details of your complaint in writing and send it to us at the address or email below:
DCRE Lets
9 Laverock Terrace
G69 0AZ
Glasgow
hello@dcre-lets.com
It is important to not that where we instruct contractors or third parties to carry out works or provide services in relation to a property, we do so on behalf of the relevant landlord or in accordance with our management obligations. We accept no liability whatsoever for the quality, standard, or outcome of any work carried out by contractors or third parties, nor for any loss, damage, injury, or inconvenience arising from such work, nor for the conduct, negligence, or omissions of any contractor or third party instructed in connection with a property.
Any complaint regarding the standard of work carried out by a contractor should be directed to that contractor in the first instance. We will assist where possible by passing your concerns to the relevant contractor and following up on your behalf, but this does not constitute any acceptance of liability on our part.
On receipt of your written complaint, we will adhere to the following procedure:
Stage 1
We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a
named contact who will be dealing with the complaint.
Stage 2
Your named contact will then investigate your complaint and will send you a detailed written reply,
including their suggestions for resolving the matter, within 10 working days of us receiving your
complaint.
There may occasionally be circumstances outwith our control which prevent us from adhering to this
timeframe. These include:
when the office is closed for public holidays;
where adverse weather or sickness has led to staff shortages;
where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is
not available;
where we cannot respond in full without visiting the rental property and the tenant is restricting access;
where we cannot respond in full without the input of a key member of staff who is not available.
We will contact you if we are unable to respond within this timeframe and let you know when we aim to
respond by.
Stage 3
Upon receipt of our response under Stage 2 above, if you are still not satisfied, you can contact us again
in writing and we will arrange for a Director to review the decision.
Stage 4
Our Director will write to you within 10 working days of us receiving your request for a review, confirming
our final position on your complaint and explaining our reasons.
Stage 5
If you remain dissatisfied after exhausting the above stages, or if we have not processed your complaint within 8 weeks from the day it was first received, you may escalate your complaint to the Property Redress Scheme for independent redress at: www.theprs.co.uk
DCRE Lets is registered with the Scottish Letting Agent Register and is required to adhere to
the Scottish Letting Agent Code of Practice which can be found at
http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
Our Letting Agent Registration Number is LARN2409003.
DCRE Lets is a member of the UK Association of Letting Agents (UKALA).
In accordance with the code we will retain (in electronic or paper form) all correspondence about a
complaint for five years.
Client Money Protection
DCRE Lets is a member of UKALA, and as such we are covered by their Total Loss CMP Scheme. This means that any client funds held by DCRE Lets on behalf of landlords and tenants are covered against total loss.
Our member number is 18524.
ICO
DCRE Lets is a data controller registered with the Information Commissioner’s Office.
Our registration number is: ZB749364.
Insurance
DCRE Lets is fully covered with professional indemnity insurance.
Our provider is Mint Insurance Brokers.
Our policy number is PI24V1093716.
HMRC
DCRE Lets is registered with HMRC for Anti Money Laundering Supervision.
