In-House Complaints Procedure
Complaints Handling Procedure – Brions
At Brions, 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 helps us improve our standards.
We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to age, infirmity, disability, lack of knowledge, limited language or numeracy skills, economic hardship, bereavement, or where English is not their first language.
Making a Complaint
If you have a complaint, please put it in writing with as much detail as possible. We will respond according to the timeframes below.
If you feel we have not addressed your complaint within 8 weeks, you may refer the matter to The Property Ombudsman without our final viewpoint.
What Happens Next?
- We will acknowledge your complaint in writing within 3 working days, enclosing a copy of this procedure.
- Your complaint will be investigated by the Office Manager, who will review your file and speak with the staff member involved.
- You will receive a formal written response within 15 working days of us receiving your complaint.
- If you remain dissatisfied, you may request a further review by a senior member of staff.
- We will respond to your review request in writing within 15 working days, confirming our final viewpoint.
If You’re Still Not Satisfied
You may refer your complaint to our independent redress scheme:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
Make a Complaint – The Property Ombudsman:Â https://www.tpos.co.uk/make-a-complaint
You must contact The Property Ombudsman within 12 months of our final viewpoint letter, and you must have first completed this in-house complaints procedure.
Brions is a member of The Property Ombudsman Scheme (TPO).
Contact Details
Brions
4, Cromwell Court, New Street, Aylesbury, HP20 2PB
01296 532326
info@brions.co.uk