Complaints Handling Procedure
General
While we always endeavour to provide an excellent service we recognise that sometimes matters arise which may lead to a customer making a complaint. We take complaints about our work, staff and levels of service very seriously so if you are not satisfied with any service provided by Brunsfield, we would encourage you to follow the below process for raising a formal complaint. The procedure is designed to be simple and transparent.
The Managing Director of Brunsfield, Henry Powell-Jones, is directly responsible for overseeing all customer complaints to ensure that they are dealt with effectively. We also have a dedicated email for customer complaints which is feedback@brunsfield.co.uk.
Complaints cannot be followed up unless formally made in writing, either in the form of an email to the above address or in writing, addressed and posted to Customer Complaints, Brunsfield Ltd, 11 Bingham Place, London, W1U 5AY.
What complaints we can and can't deal with
We can only directly address complaints about the work, staff and levels of service provided by Brunsfield. If you have a complaint regarding a contractor instructed by Brunsfield, we will investigate the matter and, where appropriate, take the matter up with them following their own complaints procedure where necessary and reporting any outcome to you.
Complaints about Brunsfield
In the first instance, we would encourage you to take the matter up directly with the member of staff directly involved in the matter about which you wish to complain. While this can initially be done on the telephone or face-to-face we would encourage you to detail your complaint in writing or to take notes of relevant dates and conversations that were held.
If you have already completed this step or if the complaint concerns the actions or behaviour of a member of staff about whom you wish to complain you should email or write directly to the Managing Director at the addresses detailed in the opening paragraphs of this document.
What we will need from you
We will need:
- a clear, detailed description of what your complaint is about
- copies of any letters or emails related to the complaint
- your email address or postal address (so we can reply)
What happens next?
We aim to respond to complaints within 5 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply. When you’ve made your complaint, we will:
- send an email or letter to let you know that we’ve received it (as long as you have provided a valid email address or address).
- follow up within 10 working days from the date of the formal complaint, where necessary, seeking clarification and checking the facts of what has happened.
- investigate your complaint in detail looking at the facts and circumstances of the matter and what fault (if any) lies with Brunsfield.
- respond within 20 working days of receiving any written complaint with the outcome of any internal investigations and any action we are taking that should be fair and proportionate in the circumstances. If no conclusion has yet been reached we will contact you to let you know when you can expect to receive this response.
What to do if you are not satisfied
If you are not satisfied with the way we have handled your complaint or the matter has not been concluded within 8 weeks you can contact the Property Ombudsman Residential Leasehold Block Management (of which Brunsfield is a member) and follow their procedure. The contact details are as below:
The Property Ombudsman Milford House
43-55 Milford Street Salisbury
Wiltshire SP1 2BP Tel: 01722 333306
H D Powell-Jones Managing Director
May 2022