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Compliments & Complaints

 

Compliments

If you’re happy with our service, we would love to hear from you. 

Please email solutions@dukeslimited.co.uk or contact a member of the team on 01785 825 500

 

Complaints

Dukes take all complaints seriously and will review all evidence including; case notes, telephone calls and body worn camera footage (where applicable). This enables Dukes to investigate all aspects of the complaint and achieve a wholesome understanding of the circumstances to reach a fair and impartial decision. Furthermore, where a customer states that they have contradictory evidence we will request a copy to review. 

Dukes recommend that any grievances are clearly outlined in writing to ensure all details of your complaint are fully understood.

You can do this by:

  • Email: solutions@dukeslimited.co.uk
     
  • Post to: Dukes Bailiffs Limited, Dukes Court,
     7/8 Newcastle Road, Stone, Staffordshire, ST15 8JT

Our complaints process has three stages, outlined below:

STAGE 1– COMPLAINTS RESOLUTION

Our Administration Team will send an acknowledgement response to you, the complainant, within 48hours to inform you that your complaint has been received and passed to our Complaints Officer. Our Complaints Officer will then complete a thorough investigation and provide a full written response within 5 working days*. 

STAGE 2 – DIRECTOR REVIEW

Should you, the complainant, remain dissatisfied following the response provided at stage 1, you can request that the complaint is moved to stage 2. The Complaints Officer will send an acknowledgement response to you, the complainant, within 48hours to inform you that your complaint has been escalated and passed to our Commercial Director. 

Our Commercial Director will then review the circumstances of the complaint and provide a full written response within 5 days. 

STAGE 3 – CIVEA REVIEW

Should you, the complainant, remain dissatisfied following the response provided at stage 2, you can request that the complaint is moved to stage 3. 

Our Commercial Director will then provide you with the details for our governing body; the Civil Enforcement Association (CIVEA) for you to refer your complaint to them for review. 

MORE INFORMATION

For all Complex Cases – i.e. a complaint received from the Council, CAB, Press or a Councilor, it is always dealt with by the Complaints Officer and responded to and resolved within 24 hours wherever possible.  If further investigation is required, we will complete this within 5 working days. 

Please note: The 3 stage process must be adhered to at all times. A complaint cannot bypass stage 1 and move straight to Director’s Review. Similarly, CIVEA will only investigate a complaint if it has firstly gone through our 2 stage complaints process. 

 
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