We value our client’s feedback and we are committed to providing a professional service at all times. We would like to hear from you should something not go as well as planned. In line with The Property Ombudsman’s Code of Practice, our complaint procedure is outlined below:
In the first instance, please write to our Team: Customer Care, 120 Wimbledon Hill Road, SW19 7QU, alternatively email
[email protected] with full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3-5 working days. Following an internal investigation, you will receive a response to your complaint within 15 working days.
Should you be dissatisfied with our initial response, or the matter remains unresolved, you can escalate your complaint to Managing Director Richard Watt, at
[email protected]. A final investigation will be undertaken at this point and a response will be sent to you within 15 working days detailing our company’s final viewpoint.
Should you remain dissatisfied with our company’s final viewpoint, you can then refer your case to The Property Ombudsman for their review.
Details of their complaints procedure and form can be found on their website www.tpos.co.uk along with their Code of Practice and Terms of Reference. Alternatively, you can call them on 01722 333 306 or write to them at the following address:
The Property Ombudsman Scheme
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
You have 12 months from the date of our company’s final viewpoint to refer the matter to The Property Ombudsman.
Please note that The Property Ombudsman requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review.
I am disappointed for you to say that you have had a appalling level of service as the process has taken 8 weeks, there has been delayed throughout this process from all parties.
I have reviewed everything and please see my explanation of the process:
We started the process on Saturday 21st February as you sent me SJ's details, Tuesday 24th February the credit check fee was paid and SJ was added on to our referencing company on 25th, which they complete very quickly and we received the final report on 26th.
Wednesday 4th March, I emailed the Landlord for approval of the memorandum of agreement along with SJ final report.
The same day JM (the Landlord) emailed me requesting that his check list was answered before approval any documents with regards to the change of tenancy.
Monday 9th March I replied to the Landlord with the answers that were given by you and the remaining tenants in the property.
Tuesday 10th March, SJ requested an update on the process and I informed her we were still awaiting a response from the Landlord with his approval.
Monday 16th March, when calling the Landlord he confirmed he has not received my email which then I forwarded to him.
The same day the Landlord confirmed he is happy to proceed with sending the memorandum and informed the tenants we cannot send out the agreement until we have received the admin fee of £260+VAT in our account.
You were querying the amount for the admin fee and requested the reasoning for this which I emailed across.
On Monday 30th March, I apologised to all tenants as I was out of the office due to me not being well and asking if they have transferred the payment for the admin fee.
SJ confirmed she had made the payment, which we did receive on 31st March.
SJ also forwarded an email to me confirming you have received your share of deposit back.
On Thursday 2nd April the memorandum of agreement was sent online to SJ via the website Signable, which she signed on that day. The link was then issued to the remaining Tenants as it then becomes a chain email.
MB signed: 9th April.
RS signed: 17th April
RA signed: 17th April.
PT signed: 17th April.
JM signed: 20th April.
On the 23rd April the Landlord was sent the signed memorandum of agreement and SJ details to amend the deposit certificate to finalise this process.
I informed Sarah we were still awaiting her proof of address and I received the document on 27th April.
The End email to finalise the process was sent to you and remaining tenants on 27th April.
As you can see from the process above, I think it is fair to acknowledge that there were certainly delays from all parties, not just from Brinkleys Estate Agents but from the Tenants side and the property Landlord as well. These processes do take a little bit of extra time, especially when there is information outstanding from different parties.