Client care and redress
Complaints procedure
A clear, written process for raising a concern with Brenchley’s Estate Agents, including our internal review stage and referral to The Property Ombudsman where required.
Our commitment
Complaints procedure
Brenchley’s Estate Agents is committed to providing a professional, transparent and responsive service. However, if you are unhappy with any aspect of the service you have received, we want to hear from you so that we can investigate the matter properly and seek to put things right.
How to make a complaint
If you wish to make a complaint, please put it in writing by email or letter to:
The Director
Brenchley’s Estate Agents
Unit 9, The Apprentice Shop
Merton Abbey Mills
14 Watermill Way
London SW19 2RD
Email: complaints@brenchleysproperty.co.uk
Please include your name, contact details, the property address if applicable, a clear description of your complaint, and the outcome or resolution you are seeking.
Stage 1: Initial complaint
We will acknowledge your complaint in writing within 3 working days of receipt. Our acknowledgement will confirm who is responsible for investigating the issues raised.
We will then carry out a proper investigation and provide a formal written response within 15 working days of receiving your complaint.
If we require longer to investigate the matter fully, we will write to you to explain the reason for the delay and provide an updated timescale.
Stage 2: Review
If you are not satisfied with our Stage 1 response, you may request a further review by writing to us again and explaining why you remain dissatisfied.
Where possible, the review will be carried out by a senior person who was not directly involved in the matter being complained about.
We will acknowledge your review request in writing and provide our final viewpoint within 15 working days of receiving your request.
Our final viewpoint will set out our final position on the complaint and will confirm that our in-house complaints procedure has been completed.
We aim to complete our full in-house complaints process within 8 weeks of receiving your written complaint.
Stage 3: External redress
If you remain dissatisfied after receiving our final viewpoint, or if more than 8 weeks have passed since you first made your written complaint and the matter has not been resolved, you may refer your complaint to The Property Ombudsman.
Brenchley’s Estate Agents is a member of The Property Ombudsman Scheme.
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence you wish the Ombudsman to consider.
The Property Ombudsman will usually expect you to have completed our in-house complaints procedure before it considers your complaint.
This page explains how Brenchley’s handles complaints and how unresolved matters can be referred to the relevant redress scheme.