DNP Property Group

Complaints Policy

At DNP Property Group, we are committed to delivering a high standard of service to all clients, partners, and stakeholders. We value feedback and take all complaints seriously, as they help us improve our services and maintain accountability.

This Complaints Policy explains how you can raise a concern, how we handle complaints, and how we aim to resolve issues fairly and efficiently.

  1. Our Commitment

We are committed to:

  • Treating all complaints seriously and respectfully
  • Responding in a timely and professional manner
  • Investigating issues thoroughly and impartially
  • Keeping you informed throughout the process
  • Using feedback to improve our services and processes
  1. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

  • Property listings, descriptions, or availability
  • Customer service or communication
  • Delays in responses or transactions
  • Conduct of staff, agents, or representatives
  • Administrative or billing issues
  • Any aspect of your experience with DNP Property Group

We welcome complaints from clients, buyers, sellers, tenants, investors, and other stakeholders.

  1. How to Submit a Complaint

You can raise a complaint using the following methods:

DNP Property Group
Website: https://www.dnp.com.cy/
Email: dnp.demetris@gmail.com
Phone: +357 7000 8188

Please include:

  • Your name and contact details
  • Details of your complaint
  • Relevant property or transaction information
  • Any supporting documents or evidence

Providing clear information will help us investigate your concern more effectively.

  1. Our Complaints Process

We follow a structured process to ensure fairness and consistency:

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 2–3 working days.

Step 2: Investigation

We will:

  • Review the details of your complaint
  • Examine relevant records and communications
  • Speak with the staff or representatives involved
  • Assess the matter objectively

Step 3: Response

We aim to provide a full response within 10 working days.

If more time is required due to the complexity of the issue, we will:

  • Inform you of the delay
  • Explain the reasons
  • Provide an updated timeframe

Step 4: Resolution

Our response will include:

  • A clear explanation of our findings
  • Any actions taken to address the issue
  • Steps implemented to prevent recurrence
  • Any appropriate remedies, where applicable
  1. Escalation Procedure

If you are not satisfied with our initial response, you may request that your complaint be escalated.

Your complaint will then be reviewed by a senior member of the organisation or management team.

We aim to provide an escalated response within 10 working days.

  1. External Resolution

If your complaint relates to legal, regulatory, or contractual matters, you may seek independent advice or contact relevant authorities in Cyprus.

We will cooperate fully with any external review process where required.

  1. Confidentiality

All complaints are handled confidentially.

Any personal information provided will be used solely for:

  • Investigating and resolving your complaint
  • Communicating with you
  • Improving our services

We process personal data in accordance with our Privacy Policy.

  1. Continuous Improvement

We view complaints as an opportunity to improve.

We regularly review feedback to:

  • Enhance customer service standards
  • Improve communication and transparency
  • Strengthen internal processes
  • Reduce the likelihood of similar issues in the future
  1. Contact Us

If you would like to raise a complaint or discuss a concern, please contact:

DNP Property Group
Website: https://www.dnp.com.cy/
Email: dnp.demetris@gmail.com
Phone: +357 7000 8188

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