Information for Customers Residential Estate Agency and Lettings
Making a Complaint
Bentley Hurst Ltd is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases, we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at branch level.
Stage One – Branch Manager Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing within 3 working days and then endeavour to liaise with you quickly to resolve your complaint immediately, but no later than 15 working days from the first notification.
Stage Two – Administration & Customer Relations Manager If after you have dealt with the local branch manager you remain dissatisfied, you may address your concerns, in writing to Nicola Edwards, the Business Administration & Customer Relations Manager. Once received, your complaint will be acknowledged, in writing, within 3 working days and you will receive a final viewpoint written response within 15 working days from receipt of your request for a review.
Stage Three – The Property Ombudsman Service If you still remain dissatisfied with the outcome of your complaint after dealing with the local Branch Manager and the Business Administration & Customer Relations Manager, or 8 weeks has elapsed since the complaint was first made, you may approach the Ombudsman without charge.