Benham and Reeves
Home Complaint procedure

Complaints 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

You can use the form below to complete and submit your complaint online.

If you prefer, you may request a printed form here and you can post your completed form to:

The Complaints Department, Benham and Reeves, 51–53 Heath Street, Hampstead, London NW3 6UG

The form must be signed, and you should attach all relevant supporting documentation. Please ensure it is completed as fully as possible, including all documents you intend to rely upon. It is important that you set out a clear statement of the issue or issues in dispute; unsupported allegations cannot be accepted.

By submitting this form, you give us permission to consider your complaint. If you are submitting the form on behalf of someone else, we will require their written authority in order to comply with our obligations under the Data Protection Act.

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 receiving your request.

What can you do if you’re not satisfied with our complaints team’s response to your complaint?

If you consider that our Complaints Department 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 us

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?

If you are not satisfied with our final response, you have the right to refer your complaint to The Property Ombudsman (TPO) 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 our inhouse complaints procedure, before being submitted for an independent review. Please check their website www.tpos.co.uk for current contact details as these can change. Once in receipt of a TPO review, you have 6 months to refer your complaint to Propertymark (further details at www.propertymark.co.uk).

Part 1 – About you

You are a:

About you

Contact Details

* In line with GDPR, before we are able to respond to your complaint and disclose personal information, we need to verify that the email and telephone number match our records. Accordingly, the details provided MUST match our records if we are to address complaints that require us to disclose personal information.

Branch or department in question

Address of property in question

Part 2 - Timeline of Complaint

When setting out your timeline of events, please:

  • List events in date order with clear details.
  • Include supporting evidence such as emails or records.
  • Keep your points focused and to the essentials.

Part 3 – Specifics of your Complaint

Please list the specific issues that you would like Benham & Reeves to investigate:

  • If a complaint is not included in this section, it may not be addressed.
  • Please state how you believe Benham & Reeves have failed in our obligations to you.
1
2
3
4

Please note:

  • Our findings will be based on the evidence you provide as part of this complaint. While we will also carry out our own internal investigation, it is essential that you submit any supporting documents you wish us to consider.
  • If claims are made without accompanying documents, we will proceed on the assumption that no supporting evidence is available for those claims.
  • Where you are raising concerns involving financial loss, it is particularly important that you include clear evidence to support your position, such as receipts, invoices, bank statements, or relevant correspondence.
  • Due to the way we handle complaints, we are unable to accept further evidence once your submission has been made. Please therefore ensure that all evidence is provided at the time of submission.
  • Please only include documents and information that are directly relevant to your complaint, so that the investigation remains focused and efficient.

Part 4 – Desired outcome

Part 5 – Checklist and Confirmation

Before submitting your complaint – please check that you have:

In submitting this complaint, you understand that:

  • You will process personal details about me, which may include sensitive information, in order for you to deal with my complaint effectively.
  • That we may reach out, if needed, to relevant third parties and disclose your complaint to them in order to address your complaint.
  • Information used in considering my complaint may be retained such as for statistical analysis or for internal training purposes.
  • You may withdraw your complaint at any time.