Complaints Procedure

The Brighton Property Co. is committed to providing a professional, personal and transparent service. We aim to get things right first time, but if something goes wrong, we take complaints seriously and will deal with them fairly, promptly and in writing.

This procedure applies to complaints relating to our estate agency, lettings and property management services.

  1. Raising a concern informally

In the first instance, we encourage you to raise any concern with the person you have been dealing with. We will always try to resolve matters quickly and constructively.

If the matter cannot be resolved informally, or if you would prefer to make a formal complaint, please follow the procedure below.

  1. Making a formal complaint

Formal complaints should be made in writing by email or letter.

Please send your complaint to:

The Brighton Property Co.
FAO: Marielle Papadopoullos, Director
Email: hello@thebrightonpropertyco.uk

Please include:

  • Your full name and contact details
  • The property address, if relevant
  • Whether you are a seller, buyer, landlord, tenant or other party
  • A clear summary of your complaint
  • Copies of any relevant correspondence, documents or evidence
  • What you would like us to do to resolve the matter

If your complaint is initially made verbally, we may ask you to provide a written summary so that we can investigate it properly.

  1. Acknowledgement

We will acknowledge your formal written complaint within 3 working days of receipt.

  1. Investigation

Your complaint will be investigated by Marielle Papadopoullos, Director.

We will review the relevant file, correspondence, notes, marketing material, tenancy or sales documentation, and any other information relevant to the complaint.

Where appropriate, we may contact you for further information or clarification.

  1. Written response

We will aim to provide a written response within 15 working days of acknowledging your complaint.

Our response will explain:

  • The outcome of our investigation
  • Whether your complaint is upheld, partially upheld, or not upheld
  • The reasons for our decision
  • Any action we have taken or propose to take
  • Any remedy offered, where appropriate

If we need more time to investigate, we will tell you why and confirm when you can expect a response.

  1. Review / final viewpoint

If you remain dissatisfied with our response, you can ask for the matter to be reviewed.

Any request for review should be made in writing within 10 working days of our response and should explain why you remain dissatisfied.

We will then carry out a further review and issue our final viewpoint in writing. We will aim to do this within 15 working days of receiving your review request.

Our final viewpoint will confirm our final position and provide details of our approved redress scheme.

  1. Referral to redress

If you remain dissatisfied after receiving our final viewpoint, or if 8 weeks have passed since you first made your formal complaint and the matter has not been resolved, you may be able to refer the complaint to our approved redress scheme.

Our redress scheme is:

Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood
WD6 1JH
Website: www.propertyredress.co.uk

You should refer your complaint to the scheme within the relevant time limits set by the scheme and provide copies of your correspondence with us.

  1. Record keeping

We will keep a written record of all formal complaints, correspondence, evidence reviewed, our responses, any outcome, and any action taken.

We will use complaints as an opportunity to improve our service, systems and communication.