BRNS Management 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:

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.

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


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.

A formal written outcome of the investigation will be sent to you within fifteen working days.

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.

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.

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.