{"id":7840,"date":"2023-04-21T12:28:00","date_gmt":"2023-04-21T12:28:00","guid":{"rendered":"https:\/\/www.black-brick.com\/?page_id=7840"},"modified":"2023-04-21T12:29:01","modified_gmt":"2023-04-21T12:29:01","slug":"privacy-policy-2","status":"publish","type":"page","link":"https:\/\/www.black-brick.com\/legal\/complaints\/","title":{"rendered":"In-house Complaints Procedure"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<style type=\"text\/css\">\n\t#wysiwyg-block_14cc8eadca12f4e0693917454feafa6b {\n\t\t\/* Add styles that use ACF values here *\/\n\t}\n<\/style>\n\n<section id=\"wysiwyg-block_14cc8eadca12f4e0693917454feafa6b\" class=\"block-wysiwyg alignfull\">\n       \n    <div class=\"container\">\n        <div class=\"col-12 block-wysiwyg-content\">\n            <p>We are committed to providing a professional service to all our clients and customers.\u00a0 When something goes wrong, we need you to tell us about it.\u00a0 This will help us to improve our standards.<\/p>\n<p>We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language<\/p>\n<p>If you have a complaint, please put it in writing, including as much detail as possible.\u00a0 We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).<\/p>\n<p><strong>What will happen next?<\/strong><\/p>\n<ul>\n<li>We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.<\/li>\n<li>We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.\u00a0 A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.<\/li>\n<li>If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.<\/li>\n<li>We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.<\/li>\n<li>If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Tel: <a href=\"tel:01722 333 306\">01722 333 306<\/a> Email: <a href=\"mailto:admin@tpos.co.uk\">admin@tpos.co.uk<\/a> Web: <a href=\"https:\/\/www.tpos.co.uk\" target=\"_blank\" rel=\"noopener\">tpos.co.uk<\/a><\/li>\n<\/ul>\n<p><strong>Please note the following:<\/strong><\/p>\n<p>You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.<\/p>\n<p>The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.<\/p>\n        <\/div>\n    <\/div>    \n<\/section><\/div>\n<\/div>\n\n\n\n<style type=\"text\/css\">\n\t#stat-block_6019866ef4eee {\n\t\t\/* Add styles that use ACF values here *\/\n\t}\n<\/style>\n\t\t\t\t\t \n\t <section id=\"stat-block_6019866ef4eee\" class=\"content-left  icon-mode block-stat alignfull bg-light-grey\">    \n    <div class=\"container-fluid\">\n        <div class=\"row\">           \n                        <div class=\"col-4 offset-4 col-md-4 col-lg-3 col-xl-2  offset-xl-1 offset-lg-1 offset-md-1 stat-icon order-2\">\n                  \t<img decoding=\"async\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2021\/01\/buying-icon.svg\" alt=\"\" \/>\n            <\/div>\n            <div class=\"col-10 offset-1 col-md-6 col-lg-6 col-xl-5 offset-xl-2 offset-lg-1 offset-md-1 stat-content order-1\">\n                        \n                <div class=\"stat-content-title\">\n                    <h4>We&#8217;re ready when you are<\/h4>\n                <\/div>\n                <div class=\"stat-content-text\">\n                    <h3> <p>We would be delighted to hear from you to discuss your own property requirements. For a non-obligatory consultation, please contact us.<\/p>\n<\/h3>\n                <\/div>\n           \n                               <div class=\"stat-content-button\">\n\t<a href=\"https:\/\/www.black-brick.com\/contact\/\" class=\"btn btn-md outline\" target=\"\">Contact Us<\/a>\n                <\/div>\n    \n\t\t                \t            <\/div>            \n        <\/div>\n    <\/div>\n<\/section>\n\n\n<style type=\"text\/css\">\n\t#case-studies-block_01f59096334b04c8186fb6bc0c810964 {\n\t\t\/* Add styles that use ACF values here *\/\n\t}\n<\/style>\n\n<section id=\"case-studies-block_01f59096334b04c8186fb6bc0c810964\" class=\"block-case-studies alignfull\">\n    <div class=\"container-fluid\">\n        <div class=\"row\">\n            <div class=\"col-12 col-md-8 col-lg-6\">\n                <div class=\"block-case-studies-carousel-title\">\n                    <h3>We have an unrivalled track record.<\/h3>\n                <\/div>\n            <\/div>         \n                                     <div class=\"col-12 col-md-4 col-lg-6\">\n                <div class=\"block-case-studies-carousel-cta\">\n                    <p> <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/\" target=\"\">View all case studies <i class=\"fal fa-long-arrow-right\"><\/i><\/a><\/p>\n                <\/div>\n            <\/div>           \n                        \n        <\/div>\n        <div class=\"row\">\n                <div class=\"col-12\">\n                <div class=\"owl-carousel block-case-studies-carousel-wrapper\">\n                    \t\t  \n        \t                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/fairfax-road\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Fairfax Road\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/03\/1-69c76d8fec0b1-1437010-2-69c6621852fa5-1-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Fairfax Road<\/h4>\n                        <p class=\"case-study-location\">Chiswick, W4<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/cambridge-road\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Cambridge Road\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/03\/Cambridge-Rd-900x500.jpeg\" \/>                                            \n                        <h4 class=\"case-study-title\">Cambridge Road<\/h4>\n                        <p class=\"case-study-location\">Battersea, SW11<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/princes-gate-mews\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Princes Gate Mews\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/03\/PGM-External-900x500.jpeg\" \/>                                            \n                        <h4 class=\"case-study-title\">Princes Gate Mews<\/h4>\n                        <p class=\"case-study-location\">South Kensington, SW7<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/the-cotswolds-gloucestershire\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"The Cotswolds\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/02\/23_Oct_Lakes_W19_HR_-37-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">The Cotswolds<\/h4>\n                        <p class=\"case-study-location\">Gloucestershire, GL7<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/montagu-street\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Montagu Street\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/02\/Montagu-WEB-1-900x498.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Montagu Street<\/h4>\n                        <p class=\"case-study-location\">Marylebone, W1<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/melbury-court\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Melbury Court\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/01\/1505519545-27-Melbury-Court-W8-5-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Melbury Court<\/h4>\n                        <p class=\"case-study-location\">Kensington, W8<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/ham-richmond\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Ham, Richmond\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/07\/Glebe-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Ham, Richmond<\/h4>\n                        <p class=\"case-study-location\">Ham, Richmond, TW10 <\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/wilton-crescent\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Wilton Crescent\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/01\/External-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Wilton Crescent<\/h4>\n                        <p class=\"case-study-location\">Belgravia, SW1X<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/john-street\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"John Street\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2026\/01\/6-21-John-Street-900x500.png\" \/>                                            \n                        <h4 class=\"case-study-title\">John Street<\/h4>\n                        <p class=\"case-study-location\">John Street, Bloomsbury, WC1<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/randolph-avenue\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Randolph Avenue\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/11\/4IeEWKCX3EyRW-raiCfzLQ-3-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Randolph Avenue<\/h4>\n                        <p class=\"case-study-location\">Maida Vale, W9<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/westbourne-park-villas\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Westbourne Park Villas\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/10\/KF-12-Westbourne-Park-Villas-36_Hi-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Westbourne Park Villas<\/h4>\n                        <p class=\"case-study-location\">Notting Hill, W2<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/serlbycourt\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Serlby Court\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/10\/flat5-serlby-court-2186-extl-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Serlby Court<\/h4>\n                        <p class=\"case-study-location\">West Kensington, W14<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/blenheim-road\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Blenheim Road &#8211; Rental Search\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/09\/Blenheim-RENTAL-900x498.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Blenheim Road &#8211; Rental Search<\/h4>\n                        <p class=\"case-study-location\">St John&#8217;s Wood, NW8<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/gloucester-studios\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Gloucester Studios\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/09\/7353_002-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Gloucester Studios<\/h4>\n                        <p class=\"case-study-location\">Primrose Hill, NW3<\/p>\n                            <\/a>\n                    <\/div>\n                    \t\t                                  \n                                                                                <div>\n                        <a href=\"https:\/\/www.black-brick.com\/expertise\/case-studies\/blandford-road\/\">\n                            <img decoding=\"async\" class=\"case-study-image\" alt=\"Blandford Road\" class=\"case-study-image\" src=\"https:\/\/www.black-brick.com\/wp-content\/uploads\/2025\/09\/Exterior-900x500.jpg\" \/>                                            \n                        <h4 class=\"case-study-title\">Blandford Road<\/h4>\n                        <p class=\"case-study-location\">Chiswick, W4<\/p>\n                            <\/a>\n                    <\/div>\n                                        \n            <\/div>\n        <\/div>\n    <\/div>\n    <\/div>\n<\/section>\n\n\n\n\n<style type=\"text\/css\">\n\t#trust-index-block_602bb33265876 {\n\t\t\/* Add styles that use ACF values here *\/\n\t}\n<\/style>\n\n<section id=\"trust-index-block_602bb33265876\" class=\"block-trust-index alignfull\">\n    <div class=\"row\">\n        <div class=\"container-fluid\">\n            <div class=\"col-12\">\n                <div class=\"block-trust-index-title\">\n                    <h2>We come highly recommended.<\/h2>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n    <div class=\"row\">\n        <div class=\"container-fluid\">\n            <div class=\"col-12\">\n                <div class=\"block-trust-index-reviews\">\n\t\t\t\t\t                    <div data-src=\"https:\/\/cdn.trustindex.io\/loader.js?db0538017bef329c865f039c86\"><\/div>\t\t\t\t\t                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\t\n                                        \t\n    \n    \n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","inline_featured_image":false,"ghostkit_customizer_options":"","ghostkit_custom_css":"","ghostkit_custom_js_head":"","ghostkit_custom_js_foot":"","ghostkit_typography":"","footnotes":""},"class_list":["post-7840","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>In-house Complaints Procedure - Black Brick | Property Buying Agent<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.black-brick.com\/en-ae\/legal\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"In-house Complaints Procedure - Black Brick | Property Buying Agent\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.black-brick.com\/legal\/complaints\/\" \/>\n<meta property=\"og:site_name\" content=\"Black Brick\" \/>\n<meta property=\"article:modified_time\" content=\"2023-04-21T12:29:01+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" 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