In-House 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 improve our standard

If you have a complaint, please put it in writing, 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 complaints to the Property Ombudsman, to consider, without our final viewpoint on the matter

What will happen next?


  • We will send a letter acknowledging receipt of your complaints 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 office manager 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 us again and we will arrange for a separate review to take place by a senior member of staff
  • We will write to you within 15 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

House, 43-45 Milford Street

Wiltshire SP1 2B

01722 333306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case

The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review

Estate Agents in Coventry & Kenilworth | Brian Holt ...

Registered Address:

Office 1 & 2 Buildmain Business Centre, Laburnum Street, Atherton, Greater Manchester M46 9FP