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
Distillery Wharf, Fulham Reach, Chancellors Road, Hammersmith, London W6 9GXEmail 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
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 within 12 months to The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Email: firstname.lastname@example.org Telephone: 01722 333 306 www.tpos.co.uk