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Comments and Complaints Policy:


Like 99.9% of our clients, we want you to feel elated about the service we provide.........

We are committed to providing a high quality, passionate and professional service to all our clients.

One of the ways in which we can continue to improve our service to you and our other clients is by listening and responding to your comments and complaints.

We are always pleased to receive your comments about our service. It is useful for us to know when we have done a good job, as well as when things have gone less well.

This helps us maintain and enhance our service to all our clients. Please click here to send us any comments you may have to help us improve our service.

We hope you will be fully satisfied with the service you receive from Duck&Hedges Ltd, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously, and will address it and respond to it as quickly as possible.

Please find below details on our full complaints policy:-

To discuss a dispute or make a complaint relating to the service or conduct of Duck&Hedges Ltd or one of its staff, you should follow the steps below until a satisfactory conclusion is reached;

Step. 1:

In the first place you should telephone Wayne Duck (020 8682 8773) to discuss the matter and see if a resolution can be reached verbally.

Step. 2:

If we are unable to resolve your dispute or complaint verbally over the phone then we will invite you to document your issues in writing addressed (via recorded delivery mail) to Wayne Duck. We would endeavor to provide a detailed response within 21 days.

Step. 3:

If you are still unsatisfied with our response then you should write a letter in reply this time addressed (via recorded delivery mail) to Greg Hedges. We would endeavor to provide a further detailed response within 21 days.


We dont want you to feel like this about our service, but in the unlikely event you do, we promise to take your complaint serioulsy.........

Step. 4:

If following our second letter you are still dissatisfied and we are unable to find any common ground then you should advise us in writing via a letter addressed (via recorded delivery mail) to Greg Hedges that you intend to refer the matter to the TPO “The Property Ombudsmen”. You should then document your issues in writing to The Property Ombudsman, Beckett House, 4 Bridge Street, Salisbury, Wiltshire, SP1 2LX.

Step. 5:

In the very unlikely event; following the intervention of the The Property Ombudsmen you are still dissatisfied and we are unable to find any common ground you should advise us in writing via a letter addressed to Greg Hedges that you intend to refer the matter to your solicitors and we will then refer the matter to ours.

NB: All letters to Duck&Hedges Ltd should be addressed to Duck&Hedges Ltd, 71 South Side, Clapham Comon, London, SW4 9DA