Free online valuationComplaints Procedure
We are committed to providing a superior service. Sometimes things do go wrong, and we would like the opportunity to put them right for you. If there is something you are not happy with then please tell us. Your feedback is very important as it allows us to improve the products and services we offer.
To raise a complaint
Send a letter by post or email to the Branch Manager (details for branches below). Within the contents of the letter, please include:
- what your complaint is about
- what you would like us to do to resolve it
- copies of any relevant documentation
Unit 1, Blake House, Admirals Way, Canary Wharf, London E14 9UJ
Email branch
7 Hind Court, 147 Fleet Street, London EC4A 2BU
Email branch
7 Heritage Avenue, Beaufort Park, Colindale, London NW9 5FW
Email branch
154 Fortess Road, Dartmouth Park, London NW5 2HP
Email branch
2 Dickens Yard, Longfield Avenue, Ealing, London W5 2TD
Email branch
15 The Boulevard, Imperial Wharf, Fulham, London SW6 2UB
Email branch
Distillery Wharf, Fulham Reach, Chancellors Road, Hammersmith, London W6 9GX
Email branch
51-53 Heath Street, Hampstead, London NW3 6UG
Email branch
38 Highgate High Street, Highgate, London N6 5JG
Email branch
32A Sussex Place, Hyde Park, London W2 2TH
Email branch
5 Thackeray Street, Kensington, London W8 5ET
Email branch
Unit 15, 8 Kew Bridge Road, Kew TW8 0FJ
Email branch
285 Brompton Road, Knightsbridge, London SW3 2DY
Email branch
Unit C, Nine Elms Point, 6 Hebden Place, London SW8 2FR
Email branch
250 City Road, London EC1V 2AB
Email branch
Parkside Yards, 1 Seva Drive, UB1 1GH
Email branch
Unit B, Cadmus Court, Marine Wharf, Seafarer Way, London SE16 7DW
Email branch
1A, 148 Vaughan Way, London Dock, Wapping, London E1W 2AF
Email branch
6 Belgrave Road, Grand Union, Wembley, London HA0 1PX
Email branch
Unit 1.1B Fountain Park Way, White City Living, London W12 7NP
Email branch
3 Victory Parade Royal Arsenal Riverside, Plumstead Road, London SE18 6FL
Email branch
421A Finchley Road, Hampstead, London NW3 6HJ
Email branch
421A Finchley Road, Hampstead, London NW3 6HJ
Email branch
What happens when you first complain to us?
We will acknowledge your complaint within three working days of receiving it and aim to resolve matters as soon as you inform us in writing. We will do this by either talking to you or by writing to you. However, depending on the nature of the issue we may not be able to resolve it as quickly as we would want to. In any event, we will endeavour to send you a response within 15 working days of receipt.
What can you do if you’re not satisfied with the Branch Manager’s response to your complaint?
If you consider that our Branch Manager’s response to your complaint still does not address your concerns, then you can raise matters again by writing to us by post or email:
The Complaints Department, Benham and Reeves, 51-53 Heath Street, Hampstead, London NW3 6UG
Email: complaints@benhams.com
At this stage your complaint will be reviewed by a Director who will issue a reply expressing the Company’s final response within 15 working days of receiving your further complaint.
What if you’re still not satisfied with our Final response and want to take matters further?
We do always strive to resolve any concerns raised, however, if you are not satisfied with our final response, you have the right to refer your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
The Property Ombudsman
06.25
020 73199660
dartmouthpark@benhams.com