Compliance & Complaints

It’s important for our landlords to understand the legal obligations we have as their letting agent, from how we handle deposits to how we deal with formal complaints.

Below you will find the full details of how Draker comply and how we respond to a complaint.

Client Monies Protection (CMP)

Draker are a member of Client Money Protect (CMP). CMP ensures that any client funds paid to Draker are safely protected at all times.

Examples of client money include tenants’ deposits (before and after they’re protected), landlords’ repair funds, rents, service charges and arbitration fees.

If you have any questions or concerns regarding our CMP, please contact our Property Management service on propman@draker.co.uk or 020 7042 9111.

Download our CMP Certificate

The Property Ombudsman (TPO)

Draker are a member of The Property Ombudsman https://www.tpos.co.uk, which is a scheme providing consumers and property agents with an alternative dispute resolution service.

The company, which operates independently as a not-for-profit, is designed to achieve a full and final settlement of the dispute and all claims made by either party.

The Ombudsman provides redress, where appropriate, to consumers whose complaints are considered on a case by case basis.

Download our TPO Certificate

MyDeposits

Draker are members of the mydeposits Deposit Protection, a government authorised cash deposit protection scheme.

Every tenant’s deposit will be registered and protected with mydeposits.

Please view our Deposit Protection Certificate (DPC) below and the obligations a landlord has with handling deposits.

Download our DPC Certificate

How We Handle Complaints

We are committed to providing a high quality service to all clients. If you think something has gone wrong, please tell us about it. This will help us to improve our standards.

Please find below a standard procedure of how we deal with formal complaints and the timescales we follow.

We find it often helps to make the issues clearer to both of us if you make your complaint in writing or by email but you may make a complaint by telephone.