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Complaints Procedure

In‑House Complaints Procedure

At Bowerbird Estate Agents, we are committed to delivering a professional, transparent and high‑quality service to all clients and customers. If something goes wrong, we genuinely want to hear about it. Your feedback helps us improve our standards and ensure every client receives the level of care they deserve.

We will always make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, bereavement, economic circumstances, lack of knowledge, or where English is not their first language.

If you wish to make a complaint, please put it in writing and include as much detail as possible. We will respond within the timeframes outlined below. If you feel we have not addressed your concerns within eight weeks, you may be able to refer your complaint to The Property Ombudsman without waiting for our final response.

What Happens Next

  1. Acknowledgement We will acknowledge your complaint in writing within three working days, and provide a copy of this procedure.
  2. Investigation Your complaint will be investigated by the office manager, who will review your file and speak with the staff member involved. You will receive a formal written outcome within 15 working days of the original complaint.
  3. Further Review If you remain dissatisfied, you may request a further review. A senior member of staff will reassess the matter and provide our final written viewpoint within 15 working days of your request.
  4. Independent Review If you are still not satisfied with our final viewpoint — or if more than eight weeks have passed since your initial complaint — you may request an independent review from The Property Ombudsman, free of charge.

The Property Ombudsman

The Property Ombudsman Milford House 43–55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk

Make a Complaint – The Property Ombudsman (tpos.co.uk)

Important Notes

  • Complaints must be submitted to The Property Ombudsman within 12 months of receiving our final viewpoint.
  • You must include any evidence you wish to rely on.
  • The Property Ombudsman requires that all complaints are first raised through our in‑house complaints procedure before they can be considered for independent review.