Complaints Procedure

Last updated: March 2026

At Druce & Partners, we are committed to providing a high standard of service. However, if you are unhappy with any aspect of our service, we want to hear from you.

Step 1: Initial Complaint

In the first instance, please contact the branch manager who dealt with your transaction. Many issues can be resolved quickly at this stage. Please provide details of your complaint in writing.

Step 2: Written Complaint

If you are not satisfied with the initial response, please write to our complaints department at:

Druce & Partners
123 High Street
St Albans
Hertfordshire AL1 1AB

Or email: info@druce-partners.com

Step 3: Investigation

We will acknowledge your complaint within 3 working days and aim to provide a full response within 15 working days. If we need more time, we will keep you informed of progress.

Step 4: External Redress

If you remain dissatisfied after completing our internal complaints procedure, you may refer your complaint to The Property Ombudsman (TPO) or the relevant professional body. We are members of TPO and bound by their Code of Practice.

The Property Ombudsman

Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Tel: 01722 333306
Website: www.tpos.co.uk