Complaints Procedure

At Bradshaws Estate Agents, we are committed to providing a professional, helpful and reliable service to all of our clients and customers.

We always aim to get things right, but if something does go wrong, we want to know about it. Your feedback allows us to investigate properly, respond fairly and, where appropriate, improve the way we work.

We will also make reasonable adjustments where appropriate for customers who may need additional support, including those who may be disadvantaged due to age, disability, vulnerability, bereavement, language barriers, lack of knowledge, or financial circumstances.

How to make a complaint

If you wish to make a complaint, please put this in writing and include as much detail as possible. This helps us understand your concerns clearly and investigate the matter fully.

You can send your complaint by email to:

info@bradshawsestateagents.co.uk

Alternatively, you can write to us at:

Bradshaws Estate Agents
4 Lincoln Way
Harlington
Bedfordshire
LU5 6NA

What happens next?

Once we receive your complaint, we will acknowledge it in writing within three working days.

Your complaint will then be investigated. This will usually be handled by a Director, who will review the relevant file and speak with the member of staff involved.

We will send you a formal written response with the outcome of our investigation within 15 working days of receiving your original complaint.

If you remain dissatisfied

If you are not satisfied with our response, you should contact us again in writing and ask for the matter to be reviewed.

We will arrange for a separate review to be carried out by another member of staff wherever possible.

We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since your complaint was first made, you may refer the matter to The Property Ombudsman for an independent review. This service is free of charge.

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

Please note that you must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint, including any evidence you wish them to consider.

The Property Ombudsman requires that complaints are first dealt with through our in-house complaints procedure before they will consider an independent review.