Customer Complaint Procedure

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 customercare@brinkleys.co.uk 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 richard@brinkleys.co.uk 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 www.tpos.co.uk 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
Salisbury
Wiltshire
SP1 2BP

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