Complaints Procedure

    Dimension Properties UK Limited

    Dimension Properties UK Limited is committed to providing a professional and reliable service to all our customers. We take complaints seriously and aim to resolve any concerns fairly, promptly and transparently.

    If you are dissatisfied with any aspect of our service, please contact us using the details below.

    1. How to Make a Complaint

    You can submit a complaint using the following contact details:

    Company: Dimension Properties UK Limited
    Address: 112A Northfield Avenue, London, W13 9RT
    Email: info@dimension-properties.com

    Please include your name, contact details, the property address where applicable, a description of your complaint and any relevant supporting information.

    We recommend submitting complaints in writing so that we can maintain an accurate record and investigate your concerns effectively.

    2. Our Complaints Handling Procedure

    We aim to deal with all complaints fairly, professionally and without unnecessary delay.

    Stage 1 – Acknowledgement

    We will acknowledge receipt of your complaint and explain the next steps in our investigation.

    Stage 2 – Investigation

    We will investigate the issues raised, review relevant information and consider any supporting evidence. We aim to provide a written response within the timescales set out in our complaints procedure.

    Stage 3 – Further Review

    If you remain dissatisfied with our initial response, you may request a further review of your complaint. Where appropriate, this review will be undertaken by someone who was not directly involved in the matter.

    Stage 4 – Final Response

    Following our investigation and any further review, we will provide a written final response explaining our findings and our position on the issues raised.

    We aim to complete our internal complaints procedure within eight weeks of receiving your complaint, subject to the applicable requirements.

    3. Referring Your Complaint to The Property Ombudsman

    Dimension Properties UK Limited is a member of The Property Ombudsman redress scheme.

    If you remain dissatisfied after we have completed our internal complaints procedure, you may be entitled to refer your complaint to The Property Ombudsman for independent consideration, subject to its scheme rules and eligibility requirements.

    You may also be entitled to refer your complaint if we have not provided a final response within the applicable timeframe.

    The Property Ombudsman

    Unit 159756
    PO Box 7169
    Poole
    BH15 9EL

    Website: https://www.tpos.co.uk/

    Please visit The Property Ombudsman’s website for information about its complaints process, eligibility requirements and applicable time limits.

    4. Our Commitment

    We are committed to treating all customers fairly and professionally. We value feedback and use complaints to identify opportunities to improve our services.

    If you have any questions about this procedure, please contact us using the details provided above.

    Dimension Properties UK Limited
    112A Northfield Avenue
    London
    W13 9RT

    Last reviewed: 14 October 2026