Customer Care

In-House Complaints Procedure

Our goal is to address any concerns you may have in a fair and efficient manner, ensuring that you feel heard and valued throughout the process. We encourage you to share your feedback openly and honestly, as it helps us improve our services and strengthen our relationship with you. Our team is committed to listening carefully, understanding your perspective, and working collaboratively to find a satisfactory resolution.

Stage One – 

If you have an issue or complaint, please in the first instance direct it to the Manager of the branch you have been dealing with, either by email or written letter, to ensure that your issue is clearly outlined in detail. We will acknowledge receipt of your complaint within three working days.

The branch Manager will investigate your complaint by reviewing your file and discussing the matter with the staff member who assisted you. You will then receive a formal written response detailing the outcome of our investigation within 15 working days of receiving your complaint.

Stage Two – Director

If the Branch Manager is unable to resolve your complaint to your satisfaction, you may escalate the matter to the branch Director for further review. We will acknowledge receipt of your complaint within three working days and provide a final response within 15 working days.

Please email hello@beaconsfield.co.uk to file a complaint.

Stage Three - The Property Ombudsman

If you are not satisfied with the final outcome of commnications (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Our registration number with the Property Ombudsman is: N00626

The Property Ombudsman
Milford House
43-55 Milford Stree
Salisbury
Wiltshire
SP1 2BP
01722 333 306

admin@tpos.co.uk
www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.


‘Beaconsfield Estate Agents’ and ‘Beaconsfield Country Estate Agents’ are trading names of ‘Beaconsfield Estate Agents Limited’.
The New Estate Office, 1A London End Beaconsfield, Buckinghamshire HP9 2HN
Registered Company 04562250.
VAT No. GB 783 8097 80.