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 Laura Bentall, 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 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 the Managing Director, Marco Baptista at
[email protected] or write to Marco Baptista, 149 Arthur Road, SW19 8AB, for our company’s final viewpoint.A final investigation will be undertaken at this point and a written 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
What a coincidence that we have had a similar level of incompetence, unprofessionalism and poor service from Brinkley's, and another coincidence that Carlos was involved.
We have had to chase, chase, chase them for any communication and any response to a query. We have had rising damp and a mould problem since we moved into the property three month ago which we are still waiting on a 'quote approval' for. We were told we would receive all bills as they have already put them in our names for us and low and behold we get whacked with overdue council tax because they have not assisted in the transfer of names, When I queried this I got a rude response from Kirsty our "Property Manager"(who has managed sweet b****r all since we moved in) saying we should have organised it ages ago when we moved in and our bill will be 'HUGE' now. Excuse me, but how are you earning your admin fee??? When I responded with a question about which other bills tehy have conveniently forgotten to tell us about, guess what? No response!!
A disgraceful service and I would NEVER EVER recommend anyone to rent through them, let alone sell or buy through them.