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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