Making a complaint

Information for Customers

Bricks & Mortar are members of The Property Ombudsman (TPOS) and safeAgent and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One - Speak to your Property Consultant, Property Manager or Account Handler

All complaints should, in the first instance, be directed verbally to the individual that you recognise as your point of contact within Bricks & Mortar i.e. your Property Consultant, Property Manager or Account Handler. He or she will endeavour to resolve your complaint immediately.

If you feel that this cannot be resolved over the phone, please email the relevant senior/initial complaint handler of the department in which your query relates to;

Lettings/Sales: lauren@bricksandmortargroup.co.uk (Lettings Manager)

Property Management: emily@bricksandmortargroup.co.uk (Senior Property Manager)

Administration: chloe@bricksandmortargroup.co.uk (Senior Business Administrator)

Finance: hannah@bricksandmortargroup.co.uk (Finance Assistant)

You should receive a reply no later than five working days of the first notification.

Stage Two - Write to the Heads of Department

If you remain dissatisfied, you may then further your complaint, which must be in writing, to;

Lettings/Sales/Administration: claire@bricksandmortargroup.co.uk (Head of Residential)

Finance/Property Management/Miscellaneous: jill@bricksandmortargroup.co.uk (Head of Finance and Property Management)

Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.

Stage Three - Write to the Managing Director of Bricks & Mortar

If you remain dissatisfied, you may address your concerns in writing to the Managing Director (Stuart Nickloes – stuart@bricksandmortargroup.co.uk). Your letter will be acknowledged within three working days of receipt and an investigation undertaken. Following the Managing Directors investigation a formal written outcome and statement will be sent to you within 15 working days and contain the final view of the company.

Bricks and Mortar

140 New Bridge Street

Newcastle upon Tyne

NE1 2SZ

Stage Four - The Property Ombudsman

After you have received a response from the Managing Director, you may approach the Ombudsman or Safeagent if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at http://www.tpos.co.uk / or alternatively at https://safeagents.co.uk/ . Please note that you must do so within six months of the date of the final letter. The Property Ombudsman or NALS will not consider your complaint until our internal complaints process has been completed.