Complaints procedure

We aim to provide a high standard of service at all times. If you are unhappy with any aspect of our service, please let us know so that we can put things right.

How to make a complaint

In the first instance, please raise your concern with your usual Brockhurst Property contact. If your concern is not resolved, you can make a formal complaint in writing by email or post. Please provide your name, contact details and as much detail as possible about your complaint.

Our internal process

We will acknowledge your complaint, investigate the issues raised and provide a written response within a reasonable timeframe, usually within 15 working days. If we need more time, we will let you know.

Escalation to the Property Redress Scheme

Brockhurst Property Ltd is a member of the Property Redress Scheme (a government-approved redress scheme). If you remain dissatisfied after following our internal complaints process, you may be able to refer your complaint to the scheme. Details of how to do this are available on the Property Redress Scheme website.