We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible.
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.
2. We will then investigate your complaint. This will normally be handled by the relevant office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement correspondence.
3. Should you be dissatisfied with our initial response, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 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.
4. 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 The Property Ombudsman’s 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
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
