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Customer Complaint Procedure

Brinkley’s aims to provide the highest standards of service to all our customers.

4.7/5 rating
99% valuation accuracy, 100% fee satisfaction

We value our client’s feedback and we are committed to providing a professional service at all times. We would like to hear from you should something not go as well as planned. In line with The Property Ombudsman’s Code of Practice, our complaint procedure is outlined below:

  1. In the first instance, please write to Customer Care, 120 Wimbledon Hill Road, SW19 7QU, alternatively email with full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. Following an internal investigation, you will receive a response to your complaint within 15 working days.

  2. Should you be dissatisfied with our initial response, or the matter remains unresolved, you can escalate your complaint to the Managing Director, Richard Watt at or write to Richard Watt, 149 Arthur Road, SW19 8AB, for our company’s final viewpoint. A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint.

  3. Should you remain dissatisfied with our company’s final viewpoint, you can then refer your case to The Property Ombudsman for their review.

Details of their complaints procedure and form can be found on their website along with their Code of Practice and Terms of Reference. Alternatively, you can call them on 01722 333 306 or write to them at the following address:

The Property Ombudsman Scheme
Milford House
43-55 Milford Street

You have 12 months from the date of our company’s final viewpoint to refer the matter to The Property Ombudsman.

Please note that The Property Ombudsman requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review

Our Reviews

  • Alice
    Brinkleys have always been very helpful with any queries I’ve had regarding my property and dealt efficiently with my most recent tenants’ checkout.
  • Adrian
    Suzy is outstanding is every aspect and could not recommend her more highly. She finds ways around problems that most would not. She puts people first.
  • Rosemary
    Brinkleys found me the ideal house, fitting all my requirements. The viewings were very professional, he provided full answers to all my questions.
  • Deepak
    I found Graeme to be very professional in managing the exchange of a property I was buying. There was a chain that needed to be managed. Graeme was working behind the scenes to ensure things were progressing at a good pace. He was always very responsive.
  • Ella Hoyos
    Brinkleys worked hard on the sale of our flat and was happy to go the extra mile when necessary to ensure the smooth running of the process. We were initially impressed with his confident approach and down-to-earth advice.

About Brinkleys

Established in 2006, we are a trusted multi branch agency with one of the largest market shares in South West London. We are members of ARLA Propertymark. Membership is achieved through qualified examination

Opening Times

  • Monday
    08:30 - 18:00
  • Tuesday
    08:30 - 18:00
  • Wednesday
    08:30 - 18:00
  • Thursday
    08:30 - 18:00
  • Friday
    08:30 - 18:00
  • Saturday
    09:00 - 16:00
  • Sunday