Compliance

We are committed to providing a professional service to all our clients and customers but if things do go wrong, we need you to tell us. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please speak to the manager of the branch or department you are dealing with to see if things can quickly be resolved. If you do not feel that your issues have been resolved, please put your complaint in writing by letter or email and address it to:

Mrs Joanne Culley
Managing Director
D B Roberts Property Centres
6a The Professional Quarter, Sitka Drive,
Emstrey, Shrewsbury SY2 6LG

Email: marketing@dbroberts.co.uk

Please include as much detail as possible including dates, names of staff members dealt with and where possible copies of any supporting evidence. Your complaint will be acknowledged within 3 working days of receipt and we will start our in-house complaints process.

Your complaint will be investigated and Mrs Joanne Culley, Managing Director will provide a formal written response addressing your complaint within 15 working days of receiving your complaint.

 

If you are still not satisfied (or more than 8 weeks has elapsed since your written complaint was first made) you can request an independent review from The Property Ombudsman without charge by contacting them at TPOS, Milford House, 43 – 55 Milford Street, Salisbury, SP1 2BP www.tpos.co.uk. You must refer your complaint to the Ombudsman within 12 months of receiving the Final viewpoint letter in response to your complaint. 

 

N.B Working days are counted as Monday to Friday inclusive, excluding public holidays.

Client Money Protection Procedure & Certificate 

1. All Client money is held in a Client Money Account(s) with Barclays Bank.

2. Our Client Money Account(s) are designated as such and are easily distinguished from our other accounts.

3. Barclays Bank has confirmed in writing that the monies in the Client Account are identified as such and the Bank has no power to set off these funds against and they are held independently of, the main business funds.

4. We keep full accounting records on SAGE which documents all dealings with Client Money.

5. We provide details of our Client Money handling procedures to any person requesting a copy, free of charge. They can also be found on our website.

6. We hold and maintain Client Money Protection with RICS – our Certificate is displayed in all of our branches and is available on our website.

7. Access to our Client Account is limited to suitably trained Senior Accounting Staff and the Managing Director.

8. Accounting records are completed promptly in chronological order and current balances are available electronically in realtime.

9. Adequate controls are in place to ensure unidentified funds are kept securely and steps are immediately taken to locate the client and reimburse and funds due to them as soon as possible. If the client cannot be located such funds are held for 6 years after which they will be donated to a registered charity.

10. A reconciliation is carried out at least once a month and signed off by the Managing Director.

11. The Company Accounts are signed off by a Chartered Accountant annually and copies of all accounting records are electronically stored for 6 years plus the current trading year.

12. All payments are made electronically

13. All new beneficiaries are validated by two senior staff members and signed off by the Managing Director.

14. Cash is not accepted.

Cookies Policy

Cookies are small text files that are placed on to your computer by websites that you visit. They are used to make websites work, to improve efficiency of websites, to improve the users experience and to provide usage information on websites. This information should make your website visits more productive by storing and using information on your website preferences and habits.

Cookies may be either persistent cookies or session cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

The settings on your web browser can usually allow you to choose whether or not to accept cookies. Most web browser software is initially set up to accept them.

We may offer cookies to you and you should ensure that your web browser is set up to not accept cookies if you do not wish to receive them. Please note that if you disable cookies, some services or website functionality may not be available. For further information about cookies and how to disable them please go to www.aboutcookies.org.

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

By continuing to use this site, you are accepting our use of the cookies described below that make advertising and communications more relevant to you and your interests, and further help us to improve the site.