Complaints Procedure
At Bonham and Brook (“B&B”), we are committed to providing our clients with a high standard of service. If you are unhappy with any aspect of the service you have received, we want to hear from you so that we can understand your concerns and, where appropriate, put things right.
How to Make a Complaint
If you wish to make a complaint, please contact us using the details below:
Email: complaints@bonhamandbrook.co.uk
Post: Bonham and Brook Ltd or Bonham and Brook North Ltd, 7th Floor, Bluestar House, 234 -244 Stockwell Road, Brixton, London, United Kingdom, SW9 9SP
To help us investigate your complaint, please provide as much information as possible, including:
- your name and company name, where applicable;
- details of your complaint;
- any relevant dates or correspondence; and
- how you would like us to resolve the matter.
You do not need to provide all of this information for us to consider your complaint.
What Happens Next?
We will aim to acknowledge your complaint within three business days of receiving it.
Your complaint will be reviewed by an appropriate member of our team. We may contact you if we need further information to understand or investigate your concerns.
We aim to provide you with a substantive written response within 15 business days of receiving your complaint.
If we are unable to provide a response within this timeframe, for example because the matter is particularly complex or we require further information, we will let you know and provide an updated timeframe.
Our Response
Once we have investigated your complaint, we will explain our findings and our proposed resolution, where appropriate.
Depending on the circumstances, this may include an explanation, an apology, correcting an error, completing outstanding work or taking other appropriate remedial action.
If You Remain Dissatisfied
If you are dissatisfied with our response, please let us know. Where appropriate, we will arrange for the matter to be reviewed by a senior member of B&B who has not been directly involved in the complaint.
Where you have a right to refer your complaint to a relevant professional body, regulator or external complaints scheme, we will provide you with details of the applicable process.
Our Commitment
Making a complaint will not affect the standard of service you receive from B&B.
We treat complaints seriously and use feedback to help us identify where we can improve our services, processes and client experience.