complaints handling procedure

A number of directors and employees of Caxtons are members of the Royal Institution of Chartered Surveyors (RICS), the Association of Residential Managing Agents (ARMA) and the Association of Residential Letting Agents (ARLA). Under the Rules of Conduct of these professional organisations, Caxtons is required to operate a Complaints Handling Procedure.

If you wish to make a complaint about services you have received from Caxtons you should write to either Dan Thackray at Caxtons, 1 Castle Street, Canterbury, Kent CT1 2QF or Neil Chatterton at Caxtons, James Pilcher House, 49/50 Windmill Street, Gravesend, Kent DA12 1BG. They will acknowledge receipt of your complaint within three working days and provide a reasoned answer expressing our final view to your complaint within a further 15 working days. In exceptional cases, where this time scale needs to be extended beyond this limit, you will be kept fully informed and an explanation provided.

If, as a consumer, you are still not satisfied after the conclusion of our in-house investigation (or more than eight weeks has elapsed since the complaint was first made) then you can take the matter up at any time within 12 months of the date of our review, without charge…

…for complaints relating to Residential and Commercial Property Management and Letting (including Residential Block Management), with:
The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone: 01722 333306
Email: [email protected]

…for complaints relating to Surveying Services, with:
The Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London EC4Y 1EU;
Telephone: 020 7536 6060

…for complaints regarding our Professional Conduct, with:
The RICS Dispute Resolution Service
Telephone: 020 7334 3806

…for complaints relating to insurance services, with:
The Financial Ombudsman Services
Exchange Tower, London, E14 9SR
Telephone: 03001239123

 DPG October 2023



Pi Property Insurance – Customer Complaints Procedure

We are authorised and regulated by the Financial Conduct Authority (FCA). Although we endeavour to meet our customers’ expectations at all times, we understand that from time to time complaints may arise.

As such, we are required to establish, implement and maintain effective and transparent procedures for the reasonable and prompt handling of complaints and that these procedures should allow complaints to be made by any reasonable means and recognise complaints as requiring resolution.

Who will be investigating my complaint?

The name and contact details of the person handling your complaint will be contained in the letter which accompanies these procedures.

How long will it take?

We try to resolve any complaints as quickly as possible. However, in the event that the complaint is complex in nature or requires further investigation, we will utilise the following timescales:

  • Within 5 business days of receipt of your complaint you will receive a copy of these procedures together with a covering letter identifying the details of the person dealing with your complaint. This is our Acknowledgement Letter. If by this time we have been able to resolve your complaint this will also be our Final Response Letter.
  • We will keep you informed throughout the processing of your complaint.
  • Within 4 weeks of receipt of your complaint we will endeavour to provide you with a Final Response Letter. If, however, we are not in a position to do so, we will write to you explaining why we are not yet in a position to resolve the complaint and give you an indication of when we will make further contact.
  • Within 8 weeks of receipt of your complaint we will endeavour to provide you with a Final Response Letter. If, however, we are not in a position to do so, we will write to you:
    • explaining why we are still unable to give a final response;
    • giving reasons for the delay;
    • indicating when you should expect to receive a final response;
  • Providing details of any right you may have to refer the matter to the Financial Ombudsman Service, together with a copy of their leaflet.

NB: If the nature of your complaint relates to the service or handling of your insurance by your insurer, we will provide you with details of whom you should contact at the insurance company. At this stage, your insurer’s complaints procedure will take preference over our own.

What should I do if I am still not satisfied with how my complaint is being handled?

If you remain dissatisfied, you may have a right to refer the matter to the Financial Ombudsman Service for further advice and guidance. This will not affect your legal rights.

Please note that referral to the Financial Ombudsman Service must be done within 6 months of your receipt of our Final Response Letter.

Further information on the Financial Ombudsman Service can be found on their website at:; or you can telephone them on 0800 023 4567; or by writing to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR