Burnel & Co
Complaints Procedure 2018
If you have a complaint this document sets out the procedure which we will follow in dealing with your complaint.
1. Complaints about the service of Burnel & Co should be sent in writing to:
L Burnel - Burnel & Co, 9 Red Lion Court, Alexandra Road Hounslow Middlesex TW3 1JS
2. Where your complaint may have initially been made orally to one of our offices you will be required to send full details of your complaint in writing to the Directors or by email to
[email protected]
3. Once we have received written details of your complaint, we will contact you in writing within 3 working days to acknowledge your complaint and advise you of the actions we will be taking. You will also be invited to make any further comments you may have in relation to the circumstances leading to your complaint.
4. Within 15 working days of receiving your written complaint, we will write to you to inform you of the outcome of our investigation and let you know what actions have been or will be taken. This response will have been provided by one of our Customer Service team under the direction of our Customer Services Manager.
5. If you remain dissatisfied with any aspect of the handling of your complaint you should contact the Directors again at the above address, who will instigate a further review and you will receive a written response within 15 working days from receipt of your letter to inform you of the conclusion of this review. This second response will be read and approved by a director before it is sent to you.
6. If you remain dissatisfied you may refer the matter to the Ombudsman Services: Property, PO Box 1021, Warrington WA4 9FE.
Please note, that by making a formal complaint to Burnel & Co and/or the Ombudsman, this will not necessarily delay or prevent our Debt Recovery Department issuing legal proceedings against you for any sums outstanding. Any complaint, pending or otherwise is an entirely separate matter to the fees due to us and therefore should be settled promptly to avoid litigation.