How To Make A Complaint

Information for Customers

Making a Complaint – Sales & Lettings

Benburys Property Lettings Limited is a voluntary member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of services to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager Level

All branch staff will deal with the normal day to day problems on a one to one basis but once a formal complaint as such has been raised, i.e. “I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint”, then at that stage you will be requested to put your complaint in writing, settling out your concerns by reference to any related documents – terms of business, tenancy agreement, inventory etc and send to:

Stage One – Properties Director

Helen Bennett, 20 Parkville Highway, Holbrooks, Coventry, CV6 4HZ

The grievance letter will be acknowledged within 3 working days of receipt and investigated and a reply sent to you within 15 working days of receipt of the original letter. You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way your complaint has been handled you can raise a stage two complaint in writing to:

Stage Two – Operations Director

Tracy Rattenbury, 20 Parkville Highway, Holbrooks, Coventry, CV6 4HZ

Who will respond within 7 working days from receipt

If you still dissatisfied then can take your complaint to stage three


 Stage Three – The Property Ombudsman

Once the internal Benburys complaints procedure is exhausted, you may approach the Ombudsman.

Contact details for the Ombudsman :

Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP, Tel: 01722 333306

For your information:

  • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final complaints letter.
  • The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final complaints response letter.
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