CUSTOMER COMPLAINTS PROCEDURE
IF FOR ANY REASON YOU ARE NOT SATISFIED OR HAVE A COMPLAINT THEN WE WOULD LIKE TO HEAR FROM YOU.
We at Brentwood Estates Birmingham are committed to providing the highest standard of service. However there will be occasions when we cannot meet your expectations and are truly sorry when this happens. This procedure guide will help you to make us aware of your dissatisfaction and help us to address your concerns.
We would like to confirm that to ensure your maximum protection, our company’s complaints procedure has been created to meet the requirements of all the regulatory authorities that control or have interest in our business.
WE ARE HERE TO HELP
Please feel comfortable in telling us what part of our services you are not happy with and what you would like us to do to resolve the matter. You can do this by writing to us at:
BRENTWOOD ESTATES BIRMINGHAM LIMITED
484-486 BEARWOOD ROAD
BEARWOOD
WARLEY
WEST MDLANDS B66 4HA
If you prefer you can call us on 0121 429 4442 or email us on [email protected] alternatively you may wish to visit our offices, and are most welcome to do so.
PROCESS OF DEALING WITH YOUR CONCERN
Your complaint will be considered by the Manager who will investigate the matter.
We will send you a written acknowledgment of the compliant within 5 working days.
You will be informed of who is responsible for investigating issues raised.
We will try to get a response to your compliant within 15 working days.
If further time is needed to investigate then we shall also inform you of this delay.
Upon receipt of response if we do not hear from you within 21 working days then we assume the matter has been dealt with and close our file.
Should you have any issues or concerns with these points then please contact the Manager.
STILL NOT SATISFIED
If after receiving our response your are not satisfied and you feel that your complaint has not been addressed properly please let us know in writing and again
Your letter will be acknowledged with 5 working days of receipt
Your concerns will be investigated by another member of staff who has not been involved in the initial investigation and determination.
A final response will be issued where possible within 21 working days of the acknowledgement or a request for a further review
If we are unable to respond to your concern within 21 working days we will inform you of when we anticipate a response and if need be inform you of your right to appeal to a third party.
THIRD PARTY APPEAL AND WHAT HAPPEN NEXT
We assure you of a professional service at all times ensuring that all concerns are fully addressed fairly and without any prejudice however if you are still dissatisfied then we will respect your right to a third party intervention.
Therefore in our final letter we will inform you of the third party regulatory bodies you can take your appeal to for further investigation should you wish to do so.
OUR AFFLIATION AND REGULATORY BODIES
The Property Ombudsman address is Unit 159756 P.O. Box 7169 Poole BH15 9EL Web www.tpos.co.uk Tel 01722 333306 Twitter@TPOmb
The property Redress. The PRS code and Consumer Guide can be found at www.theprs.co.uk. Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Call 0333 321 9418 or email [email protected].
Please note that you will have to complete our internal complaints procedure before you can refer your concerns to any regulatory body. Assuring you of a professional service at all times.