We value all our customers and work passionately to deliver a great service at all times. If you feel we've let you down, a member of our team will happily investigate your complaint and find you a suitable outcome.
How to make a complaint
Please email complaints@allbricks.co to make a new complaint or to follow up on one you’ve already told us about.
What happens next
We'll acknowledge your complaint in writing, investigate promptly and respond within three working days where we can. If we need more time to resolve a complaint to your satisfaction, we’ll keep you updated on any progress in writing and respond within four weeks.
Right to appeal
If you remain unhappy, you can contact us within three weeks of our response and appeal for an independent review by a member of our senior management team. For property management complaints, you may also be entitled to refer your complaint to the Property Redress Scheme (PRS).
We will always advise you of any relevant appeal deadlines in our final resolution email. Alternatively, you can read the full details below.
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Introduction
We regard a complaint as any oral or written expression of dissatisfaction about our standard of service, the actions or lack of action by us or our employees, whether justified or not.
We accept complaints from customers, potential customers or their representatives. For us to respond to a complaint from a representative, we will need a letter or email from the customer or potential customer authorising the representative to act on their behalf.
This procedure applies to Global Brick Exchange Ltd (trading as Allbricks) and Allbricks Property Management Ltd.
Policy
We will treat all complaints in the same way and communicate with customers and potential customers in plain language to make things easy to understand. We will respond to all complaints via email unless specific circumstances (for example the needs of the complainant) require the use of other communication methods.
Upon receipt of any complaint, we will assess fairly, consistently and promptly:
- The subject matter of the complaint
- Whether the complaint should be upheld
- What remedial action or redress may be appropriate
- Whether another party may be solely or jointly responsible for the matter alleged in the complaint.
If we believe another party is solely or jointly responsible, we will promptly liaise with them to find a resolution and keep the complainant updated on progress. This may include engaging a third party’s own complaints policy if required.
We will promptly comply with any offer or remedial activity or redress accepted by the complainant and will consider a complaint closed when we have issued a final response.
Process
Stage One
Upon receipt of a complaint, our compliance team aims to:
- acknowledge receipt of the complaint in writing within one working day; and
- find an appropriate resolution within three working days and confirm it in writing.
If a complaint needs more extensive investigation or involves a third party, we will:
- update the complainant in writing, explaining why it’s still unresolved; and
- find an appropriate resolution within four weeks and confirm it in writing.
If the team is unable to resolve a complaint within four weeks, we will send a final holding email explaining why and include the date by which we expect to reach a decision.
Stage Two
If complainants remain dissatisfied after Stage One, they may appeal for an independent review by a senior member of our management team. To do this, the complainant should:
- respond to the resolution email received at Stage One within three weeks;
- clearly explain why they remain dissatisfied; and
- outline what they are seeking as an outcome to resolve the complaint.
We will:
- acknowledge receipt of a Stage Two complaint within one working day;
- resolve Stage Two complaints within two weeks; and
- Provide a written Stage Two final resolution email.
If we receive a Stage Two complaint outside of the three-week limit, we may reject the complaint without considering the merits but will explain this in our final response.
Final resolution disagreements
For complaints relating to Global Brick Exchange Ltd, if a complainant remains dissatisfied after Stage Two, they are welcome to seek independent advice on the next steps.
Allbricks Property Management Ltd is a member of the Property Redress Scheme (membership number PRS035625) which provides redress for consumers of estate, lettings and property management agent matters.
Complainants who remain dissatisfied with a property management complaint after Stage Two are entitled to refer it to the Property Redress Scheme (PRS) within 12 months from the date of their final resolution email or will lose their right to do so. All complainants must first exhaust our two-stage process for the PRS to accept a complaint. The PRS may be contacted at:
Telephone: 0333 321 9418
Website: www.theprs.co.uk/complain
We will cooperate fully with the PRS in resolving any complaints made against us and agree to be bound by any awards made by the Redress Scheme. We undertake to pay promptly any fees levied by the PRS.
Review
We will record and seek to understand the root cause of all complaints so that we can incorporate the lessons learned into future training and development.
We will review this complaints procedure at least annually and communicate any changes clearly to all staff. Our external audit provider may also make recommendations for improvements where required.