COMPLAINTS PROCEDURE
BRNS Group Ltd aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:
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1. In order that your concerns are addressed as efficiently as possible we ask that you first raise them verbally with the Team Leader of the BRNS department in question.
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2. You can escalate your complaint by writing to the relevant Department Head at the address below:
BRNS Group, 149 Northwold Road, London, E5 8RL, and info@brnsgroup.com
Your complaint will be acknowledged within three working days of the receipt and an investigation will be undertaken in accordance with established “in-house” procedures.
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A formal written outcome of the investigation will be sent to you within fifteen working days.
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3. If you remain dissatisfied with the result of the internal investigation, you can further escalate your complaint by writing to the Director, Bernard Spitz, at the same address.
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This complaint will also be acknowledged within three working days of receipt and a further investigation will be undertaken.
The final written response will be sent to you within fifteen working days.
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4. If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to:
Property Redress Scheme, Premiere House, 1st Floor Elstreet Way, Borehamwood, WD6 1JH.
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