BEALS COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it first in writing to the Manager / Partner in charge of the branch with which you have your grievance, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally be dealt with by the branch manager / partner who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

 

  • If, at this stage, you are still not satisfied, you should contact contact Darren Tait or Beverley Bailey at Beals Head Office, Unit 1, Fulcrum 2, Solent Way, Whiteley, Hampshire, PO15 7FN. Either Darren Tait or Beverley Bailey will review your compliant.

 

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

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk