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

Send a letter by post to the Branch Manager (details for branches below) as we do not handle complaints by email. 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

2nd Floor, Harbour Exchange 5, London E14 9GE

107 Fleet Street, London EC4A 2AB

7 Heritage Avenue, Beaufort Park, London NW9 5FW

2 Dickens Yard, Longfield Avenue, London W5 2TD

15 The Boulevard, Imperial Wharf, London SW6 2UB

Unit C, Distillery Wharf, Chancellors Rd, W6 9GX

51-53 Heath Street, Hampstead, London NW3 6UG

38 Highgate High Street, Highgate, London N6 5JG

32A Sussex Place, Hyde Park, London W2 2TH

5 Thackeray Street, Kensington, London W8 5ET

Unit 15, 8 Kew Bridge Road, Kew, London TW8 0FJ

285 Brompton Rd, Knightsbridge, London SW3 2DY

6 Hebden Place, London SW8 2LF

Unit B, Cadmus Court, Seafarer Way, SE16 7DW

1A, 148 Vaughan Way, London E1W 2AF

42 Upper Berkeley Street, Mayfair, London W1H 5PW

421A Finchley Road, Hampstead, London NW3 6HJ

421A Finchley Road, Hampstead, London NW3 6HJ

What happens when you first complain to us?

Wherever possible we aim to resolve matters for you as soon as you tell us about them. 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:

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

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?

Clearly, we always want to be able to resolve any concerns raised. However, where you are not satisfied with our final response, you have the right to refer your case to The Property Ombudsman (TPO) - The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP