Complaints Procedure

Complaints Procedure

At Brinkleys Estate Agents, we are committed to delivering the highest standard of customer service. However, if something goes wrong, we want to know about it so that we can investigate your concerns promptly, fairly and professionally.

We view complaints as an opportunity to improve the service we provide and are committed to handling every complaint consistently, confidentially and in accordance with our internal complaints procedure.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible.

You may submit your complaint:

By telephone
By email
In writing by post
By visiting one of our offices

Customer Care

Brinkleys Estate Agents
120 Wimbledon Hill Road
London
SW19 7QU

Email: [email protected]

Telephone: 020 8944 2918

To help us investigate your complaint efficiently, please provide:

Your full name and contact details;
The property address (where applicable);
A clear description of your complaint;
Copies of any supporting documentation or correspondence.

What Happens Next?

When we receive your complaint, we will:

Acknowledge receipt of your complaint within three working days.
Confirm who is responsible for investigating your complaint.
Carry out a full investigation by reviewing all relevant information and liaising with the departments and staff involved.
Provide you with a detailed written response within 15 working days, explaining the outcome of our investigation and any proposed resolution.

If we require additional time to investigate your complaint, we will explain the reason for the delay and advise you when you can expect our full response.

Escalating Your Complaint

If you remain dissatisfied with our response, please let us know.

Your complaint will be reviewed by a senior member of staff who has not previously been involved in the matter.

We will:

Acknowledge your request for a review within three working days.
Conduct an independent review of your complaint.
Issue our final written response, where possible, within 15 working days.

If additional time is required, we will keep you informed and advise when we expect to conclude our review.

Confidentiality

All complaints are treated confidentially and investigated fairly.

If we do not hear from you within eight weeks of issuing our response, we will assume the matter has been resolved and the complaint will be closed.

Independent Redress Scheme

If you remain dissatisfied following our final written response, or if eight weeks have elapsed since your complaint was first made, you may refer your complaint to our independent redress scheme.

Brinkleys Estate Agents is a member of The Property Ombudsman (TPO).

Membership Number: D14458

The Property Ombudsman

Unit 159756

PO Box 7169

Poole

BH15 9EL

Telephone: 01722 333306

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

You should refer your complaint to The Property Ombudsman within 12 months of receiving our final written response.

Propertymark

Brinkleys Estate Agents is also a member of Propertymark, the leading professional body for the property sector.

Propertymark investigates complaints where there is evidence that one of its members may have breached its Conduct and Membership Rules. Their disciplinary process is separate from the independent redress process and does not award compensation.

For further information, please contact:

Propertymark

Telephone: 01926 496791

Email: [email protected]

Website: https://www.propertymark.co.uk/professional-standards/complaints

Insurance Complaints

Where your complaint relates to an insurance product or insurance mediation service, it will be handled separately to ensure compliance with Financial Conduct Authority (FCA) requirements.

We will:

Acknowledge your complaint within five working days.
Aim to provide our final response within eight weeks.
Provide a progress update if we are unable to resolve your complaint within four weeks.

If you remain dissatisfied after receiving our final response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

Exchange Tower
Harbour Exchange Square
London
E14 9SR

Email: [email protected]

Telephone: 0800 023 4567

Website: https://www.financial-ombudsman.org.uk

You must first complete our internal complaints procedure before referring your complaint to the Financial Ombudsman Service and must do so within six months of receiving our final response.

Privacy

Any personal information provided during the complaints process will be handled in accordance with UK data protection legislation and our Privacy Policy.

You can view our Privacy Policy here:

https://www.brinkleys.co.uk/privacy-policy/