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 Managing Director:

If your concerns persist, you have the option to communicate directly with our Managing Director. He 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:

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.