Complaint & Feedback


We are committed to providing a professional service to all our clients. When something goes wrong, we need you to tell us about it.

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Company, or our staff, affecting an individual or a group of customers.

We will treat complaints positively and recognise that they are means of identifying improvements which can be made to our service delivery standards.

We will deal with complaints quickly and take prompt action to resolve the complaint and take steps to ensure that complaints of a similar nature do not arise in the future.

For your peace of mind Design, Management & Professional Services LLP t/a DMP are members of The Property Ombudsman (Membership No: T07970) who are an approved, independent dispute resolution service who can provide an impartial review of unresolved complaints. The Ombudsman Services Ltd is a not-for-profit organisation approved by the Office of Fair Trading.

A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person.  Details are set out below:

Mr John Whitlock

Design, Management & Professional Services LLP t/a DMP

79 High Street

Tunbridge Wells


TN1 1XZ                    

Telephone No: 01892 534455


Where your complaint is initially made orally, we would ask you to write with a summary of your complaint to Mr John Whitlock.

Once we have received your written summary of complaint, we will contact you in writing within ten working days to inform you of our understanding of the circumstances leading to your complaint.  You will be invited to make any comments that you may have in relation to this.

We will undertake a full investigation within twenty working days of receipt of your written summary; Mr John Whitlock will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint an independent person will be nominated to conduct a separate review of your complaint and contact you within twenty working days to inform you of the conclusion of this review.

If your complain remains unresolved, or, if we have failed to provide a final response within 8 weeks or less or you remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with The Property Ombudsman.

NB If your complaint is of a business nature we agree to enter into mediation with you in accordance with Arbitration / Neutral Evaluation Procedures for Surveying Disputes (commonly known as the Surveyors Arbitration Scheme) operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London EC1V 2RS from whom details of the Scheme may be obtained.

24th August 2022

Would you like to discuss a project?

01892 534455