Complaints Procedure
At Bricks & Mortar, your satisfaction is our top priority. We understand that issues can occasionally arise, and we are dedicated to addressing your concerns promptly and efficiently. Our clear and streamlined complaints procedure is designed to ensure a positive experience while resolving any issues you may encounter. Throughout this process, we maintain a friendly yet professional approach.
Step 1: Initiating the Conversation
a) Reach Out to Your Designated Contact: To begin the resolution process, we encourage you to contact the person you’ve been communicating with at our company. Whether it’s your Property Consultant, Property Manager, or Account Handler, they are here to assist you and work towards resolving your complaint promptly.
b) Formalise Your Concerns: If verbal communication does not yield a satisfactory outcome, feel free to express your concerns in writing and send them to the relevant senior manager or department head. We will provide you with the appropriate email address, ensuring a seamless process. You can expect a response within five working days after submitting your complaint.
Step 2: Escalating the Matter
a) Contact the Department Heads: If your concerns remain unresolved, you can escalate the issue to the heads of the respective departments. We will provide you with the necessary email address. An acknowledgment will be sent within three working days, and an in-depth investigation will be launched. You can anticipate a comprehensive written response within 15 working days.
Step 3: Engaging with Senior Management
a) Communicating with the Operations Director: If your concerns persist, you have the option to communicate directly with our Operations Director. She is dedicated to understanding your perspective and ensuring a fair resolution.
b) Contact Information:
Address: Bricks and Mortar, 140 New Bridge Street, Newcastle upon Tyne NE1 2SZ
Contact Number: 0191 220 5577
General Email Address: hello@bricksandmortargroup.co.uk
Step 4: Exploring External Solutions
a) Seeking Assistance from External Organisations: Should a resolution remain elusive; you have the option to seek help from external organisations such as The Property Ombudsman or Safeagent. Guidance on the process will be provided in the final viewpoint letter you receive from us. Please note, these external organisations can intervene only after our internal complaints process has concluded. It is crucial to submit any external complaint within six months of receiving the final letter.
We genuinely value your feedback and want to assure you of our commitment to making things right. Your input is invaluable as we continuously strive to enhance our services. Please do not hesitate to contact us if you have any questions or concerns.
Welcome to Our Customer Feedback and Resolution Process
Hello,
At Bricks and Mortar , your satisfaction is our top priority. We understand that occasionally issues arise, and we’re here to let you know that we’ve created a clear and efficient procedure to address any concerns you may have. Throughout this process, we aim to maintain a friendly and professional approach.
Step 1: Getting Your Concerns Heard
a) Connect with Your Personal Point of Contact: If you’re facing any challenges, please don’t hesitate to reach out to the person you’ve been dealing with—whether it’s your approachable Property Consultant, the skilled Property Manager, or your dedicated Account Handler. They are here to help you find a resolution swiftly.
b) Putting It in Writing: Should a conversation not bring the desired results, you’re welcome to put your concerns in writing and send them to the relevant senior or department manager. To make things easier, we’ll provide you with the appropriate email address. You can anticipate a response within five working days of submitting your written complaint.
Step 2: Taking It Up a Notch
a) Engage with Department Heads: If your concern persists, rest assured, we’re here to offer further assistance. You can elevate your concerns by reaching out to the heads of the respective departments. We’ll gladly provide you with the relevant email address. You’ll receive an acknowledgment within three working days, and we’ll immediately launch an investigation. Within 15 working days, we’ll send you a comprehensive written response.
Step 3: Connecting with the Leader
a) Reaching Out to the Managing Director: Should your concerns still remain unresolved; you have the option to get in touch with our Managing Director. They’re committed to understanding your perspective and ensuring a fair resolution.
b) Contact Details: Bricks and Mortar 140 New Bridge Street Newcastle upon Tyne NE1 2SZ
Step 4: Exploring Additional Support
a) Seeking External Assistance: Should you feel your concerns require further attention, we’re here to guide you towards external assistance. Organizations like The Property Ombudsman or Safeagent can provide additional help. You’ll find details on how to proceed in the final viewpoint letter we send you. Please keep in mind that these external organizations can assist only after our internal complaints process is fully completed. Ensure any external complaint is submitted within six months of receiving the final letter.
We truly value your feedback and are determined to find the best solutions for you. Your input is vital as we continuously strive to enhance our services. If you have any questions or concerns, please don’t hesitate to reach out.