Complaints Procedure
Brookvale Development Specialists Ltd is committed to providing a high standard of service to all our clients and customers. If you feel that we have not met this standard, we want to hear about it so we can put things right.
1. How to make a complaint
Please submit your complaint in writing, by email or by letter, including as much detail as possible, to:
Email: info@brookvale.uk
Post: Brookvale Development Specialists Ltd, 100 Stratford Road, Shirley, B90 3BH
For the attention of: [NAME OF COMPLAINTS HANDLER / DIRECTOR]
2. What happens next
- We will acknowledge your complaint in writing within 3 working days of receipt.
- We will investigate your complaint thoroughly and provide a full written response within 15 working days.
- If we are unable to resolve your complaint within this time, we will write to you explaining why and provide you with a revised timescale.
- If, after our investigation, you remain dissatisfied, you may request that your complaint is reviewed by [a senior member of staff / director], who will issue our final viewpoint in writing within 8 weeks of your original complaint.
3. Taking your complaint further
If you are not satisfied with our final viewpoint, or if 8 weeks have passed since you first raised your complaint, you may refer your complaint, free of charge, to The Property Ombudsman (TPO):
The Property Ombudsman Ltd
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333306
Website: www.tpos.co.uk
Brookvale is a member of The Property Ombudsman redress scheme (membership number: [TPO MEMBERSHIP NUMBER]) and is bound by its Code of Practice.
4. Client money protection
Brookvale holds Client Money Protection (CMP) under [CMP SCHEME NAME] (certificate number: [CMP CERTIFICATE NUMBER]), details of which are available on request.
[PLACEHOLDER NOTE: Please confirm and insert the name of the designated complaints handler, TPO membership number, and CMP scheme/certificate details before publishing.]