Last updated: 15/01/26

1. Introduction

CDJ Deal Sourcing Ltd is committed to providing a professional, transparent, and fair service to all clients. We take complaints seriously and view them as an opportunity to improve our service.

This Complaints Policy sets out how complaints are handled in a fair, timely, and consistent manner.

A complaint is any expression of dissatisfaction, whether justified or not, relating to:

1. Our services

2. Our conduct

3. Fees or charges

4. Communication or professionalism

2. How to make a Complaint

Complaints should be submitted in writing using one of the following methods:

Email: info@cdjdealsourcing.co.uk

Post: CDJ Deal Sourcing, 2 Brook House Close, Rearsby, Leicestershire, LE7 4YG

To help us investigate efficiently, please include:

1. Your full name

2. Contact details

3. A clear description of the complaint

4. Relevant dates, documents, or correspondence

3. Complaint Handling Process

Step 1 - Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.

Step 2 – Investigation
The complaint will be investigated fairly and independently by a Director not directly involved in the matter where possible.

Step 3 – Response
We aim to provide a full written response within 14 days. If more time is required, we will inform you of the reason and expected timeframe.

4. Referral to an External Redress Scheme

If we are unable to resolve your complaint to your satisfaction through our complaint handling process, or if eight weeks have passed since you first made your complaint, you may have the right to refer your complaint to an independent redress scheme.

As a compliant property deal sourcer, we are a member of The Property Ombudsman (TPO).

You must contact the TPO within six months of receiving our final response letter.

Contact details for the TPO are as follows:

The Property Ombudsman

Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

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

Tel: 01722 333306

5. Record Keeping

We maintain a complaints log that records:

1. Details of the complaint

2. Actions taken

3. Outcomes

Complaint records are retained securely and in line with data protection requirements.

6. Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation.