Complaints
1. If you are dissatisfied with any aspect of the service provided by the Firm or any other
aspect of the Firm’s activities and wish to raise a formal complaint, you should send a
written summary of your complaint to Tom Bloomfield at Brooks Leney, Hyntle Barn,
Silver Hill, Hintlesham, Ipswich IP8 3NJ or email tab@brooksleney.co.uk.
2. We will acknowledge receipt of your complaint within three workings days of receipt and provide you with a copy of this Complaints Handling Procedure. The Partner responsible for complaints handling (the Complaints Partner) will be provided with a copy of the complaint and instigate an internal investigation into your complaint.
3. If the conclusion reached from our investigations is that the complaint is vexatious, being clearly unsubstantiated or malicious, the Complaints Handling Procedure will cease, and you will be advised accordingly. This does not prevent you from pursuing your complaint in accordance with clause 7 below.
4. Within 15 working days of receipt of your complaint, the Complaints Partner will write to you to inform you of the outcome of the internal investigation into your complaint and to let you know what actions we have taken or will take.
5. If you do not accept the outcome of the investigation in 4 above and wish to make further representations, you must do so in writing within 10 working days of receipt of the letter sent to you in 4 above. If we do not hear further from you within this period, we will consider the complaint closed.
6. The Complaints Partner will then review your further representations and respond in writing within 10 working days of receipt.
7. If you are still unhappy with the outcome, you may refer your complaint to one of the following:
8. We reserve the right to request further information from you in order to properly consider your complaint. If you do not provide such information within a reasonable timescale, we will write to you giving you a further 10 working days in which to provide the information and if this has not been received by us within this period, then we will consider the complaint closed.
9. If the complaint is against or involves the Complaints Partner to a material extent, then another Partner will respond instead of the Complaints Partner.
10. If the complainant instigates legal proceedings before the Complaints Procedure is concluded, the procedure will be immediately terminated.
11. For the purposes of this procedure any written correspondence may be made by email.
2. We will acknowledge receipt of your complaint within three workings days of receipt and provide you with a copy of this Complaints Handling Procedure. The Partner responsible for complaints handling (the Complaints Partner) will be provided with a copy of the complaint and instigate an internal investigation into your complaint.
3. If the conclusion reached from our investigations is that the complaint is vexatious, being clearly unsubstantiated or malicious, the Complaints Handling Procedure will cease, and you will be advised accordingly. This does not prevent you from pursuing your complaint in accordance with clause 7 below.
4. Within 15 working days of receipt of your complaint, the Complaints Partner will write to you to inform you of the outcome of the internal investigation into your complaint and to let you know what actions we have taken or will take.
5. If you do not accept the outcome of the investigation in 4 above and wish to make further representations, you must do so in writing within 10 working days of receipt of the letter sent to you in 4 above. If we do not hear further from you within this period, we will consider the complaint closed.
6. The Complaints Partner will then review your further representations and respond in writing within 10 working days of receipt.
7. If you are still unhappy with the outcome, you may refer your complaint to one of the following:
- If you are a consumer; the Ombudsman Service Ltd, 3300 Daresbury Park, Warrington, Cheshire WA4 4HS – T. 0330 440 1614 – www.ombudsmanservices.org.
- If you are a business, you may refer your complaint to the Arbitration Scheme for Surveying Disputes operated by IDRS. IDRS Ltd, 70 Fleet Street, London EC4Y 1EU – T.0207 520 3800 – E. applications@cedr.com – www.cedr.com/idrs/.
- If your complaint relates to a matter regulated by the FCA you may refer it to the Financial Ombudsman Service: The Financial Ombudsman Service, Exchange Tower, London E14 9SR – T. 0207 964 1000 – E. complaint.info@financialombudsman.org.uk – www.financial-ombudsman.org.uk.
- If your compliant relates to the estate agency side of the business, you can make a complaint to The Property Ombudsman. https://www.tpos.co.uk/consumers/how-to-make-a-complaint
8. We reserve the right to request further information from you in order to properly consider your complaint. If you do not provide such information within a reasonable timescale, we will write to you giving you a further 10 working days in which to provide the information and if this has not been received by us within this period, then we will consider the complaint closed.
9. If the complaint is against or involves the Complaints Partner to a material extent, then another Partner will respond instead of the Complaints Partner.
10. If the complainant instigates legal proceedings before the Complaints Procedure is concluded, the procedure will be immediately terminated.
11. For the purposes of this procedure any written correspondence may be made by email.