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Compliment & 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 accept verbal or written complaints. However we would recommend that any grievances are outlined clearly in writing, to ensure all details of your complaint is fully understood.

You can do this by:

  • Telephone: 01785825500
  • Email: solutions@dukeslimited.co.uk
  • Writing to: Dukes Bailiffs Limited, Dukes Court, 7/8 Newcastle Road,  Stone,  Staffordshire, ST15 8lF


Our complaints process has 3 stages, which is outlined below:
Stage 1– Complaints Resolution

The complaint will be allocated to a case handler, who will acknowledge the complaint within 48 hours and inform the complainant that a thorough investigation will take place and explain that a full written response will be provided by the Legal and Compliance Manager, within 5 working days*. 

Stage 2 – Director Review

Should the Customer remain dissatisfied following the response provided at stage 1, the complainant can request that the complaint is moved to stage 2, where it will be passed to the Managing Director to review the circumstances of the complaint and the original response provided. An acknowledgement response will be sent within 48 hours and a full response will be provided within 5 working days.

Stage 3 – CIVEA Review

Where the customer remains aggrieved they may refer the case to our governing body; the Civil Enforcement Association (CIVEA) and seek professional legal advice. 

*Every effort will be made to provide a written response within 5 working days. However, some investigations may take longer.  In this situation. Dukes guarantee a full written response within 10 working days from receipt.

 

 
 
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