Complaints procedure

DA Residential Ltd trading as Greenfields | Version 1.0 | 21 October 2026

We aim to provide a professional service. If something goes wrong, please tell us so that we can investigate, put matters right where appropriate and improve our service. This procedure covers complaints about our sales, lettings and property management services. There is no charge for making a complaint.

1 How to complain

Address your complaint to the Manager, Greenfields, 115 Victoria Road, Ruislip, Middlesex, HA4 9BN, or email info@greenfieldsproperty.co.uk with “Complaint for the Manager” in the subject line. Telephone: 01895 628560.

Please explain what happened, relevant dates, the property concerned, who you dealt with and the outcome you seek. Include copies of relevant evidence and your preferred contact details. We encourage a written complaint so that your concerns are clear. If you need help, contact us by telephone or in person and we will help record it.

We consider individual needs and make reasonable adjustments where appropriate, including help with written communication, accessible formats or dealing with an authorised representative. Please tell us how we can assist.

2 Acknowledgement and investigation

We will acknowledge your complaint within three working days of receipt and provide this procedure. The Manager will normally investigate, review relevant records and speak to those involved. We will send a written response addressing your concerns, findings and any proposed remedy within 15 working days of receiving your complaint.

If we cannot meet that target, we will explain why, say what remains to be done and give an expected response date. We will keep you informed. A delay does not remove your right to approach Property Redress after eight weeks.

3 Review by the Director

If you remain dissatisfied, email or write to the same address, marking your complaint “For the Director”, and explain which points remain unresolved. The Director will review the complaint and, where possible, will have had no involvement in the original matter. We will provide our written final viewpoint within 15 working days of receiving your review request, explaining our conclusions and any proposed remedy.

Complaints about the Manager should be addressed directly to the Director. Complaints about the Director should also be addressed to the Director and will be handled at the final internal stage. In those cases we acknowledge within three working days and aim to issue our final viewpoint within 15 working days. The Director is our final internal decision maker; external redress remains available where applicable.

4 Independent redress

Greenfields is a member of Property Redress, membership number PRS040886. If you remain dissatisfied after our final viewpoint, or eight weeks have passed since you first complained without a satisfactory resolution, you may refer your complaint to Property Redress without charge, subject to its eligibility rules. You do not have to wait eight weeks if it accepts your complaint following our final response. It may also accept some cases earlier under its rules.

Property Redress
Limelight, 1st Floor, Studio 3
Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Telephone: 0333 321 9418
Website: www.propertyredress.co.uk

Refer your complaint promptly. Property Redress’s published criteria require the last communication with us relating to the complaint to be within the previous 12 months. Its current conditions determine eligibility and any exceptions. Keep copies of your complaint, our responses and supporting evidence. Our final viewpoint will explain how to refer the matter.

5 Data protection complaints

If your complaint concerns personal information, contact the Manager using the details on page 1. You may complain by email, post, telephone or in person. We will help you make the complaint and direct it to the appropriate person. Complaints about the Manager go to the Director.

We aim to acknowledge within three working days and will in any event acknowledge data protection complaints within 30 days. We will take appropriate steps to investigate, keep you informed and provide a clear outcome without undue delay. Our service complaint targets do not replace the legal requirements for data protection complaints or rights requests.

If you also ask to access, correct or delete your information, we will handle that rights request under its own applicable rules and timescales. You can raise concerns with the Information Commissioner’s Office at ico.org.uk/make-a-complaint or telephone 0303 123 1113. You do not have to complete property-service redress to exercise your data protection rights.

6 Keeping records and learning from complaints

We keep appropriate records of complaints, evidence, decisions and actions, with access limited to those who need it. We review outcomes to improve our service. Relevant records may be retained while a complaint, investigation or legal claim remains outstanding. This procedure does not restrict your statutory rights or access to other appropriate remedies.