Benson Bunch Ltd CUSTOMER COMPLAINTS HANDLING PROCEDURE

As a firm licensed by Safe Agent, Benson Bunch aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:

 If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

•   Please put your complaint in writing either by letter or email addressed to our Office Administrator at info@bensonbunch.co.uk OR:
  Benson Bunch, Black Box, Wilmslow, Cheshire SK9 5ER.        Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

•  Your complaint will be acknowledged within 3 working days of receipt

•   Your complaint will then be investigated thoroughly in accordance with established “in-house” procedures. You will be provided with a formal written response addressing your specific complaints and proposing resolutions where appropriate, within 15 working days of receiving your complaint.

•   If you remain dissatisfied with the result of the internal investigation, please contact Helen Bunch at helen@bensonbunch.co.uk, or at the postal address mentioned above. Helen will then provide a written response outlining our final position and proposing resolutions where appropriate within 15 working days of receiving your subsequent complaint.

•   Following the conclusion of our in-house review we will write to you with a final written statement.

•   If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to The Property Ombudsman at the address below:

  admin@tpos.co.uk OR:

  The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

•   Please note, you must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.