Step 1 – Raise Your Complaint
In the first instance, please raise your concern with the member of staff you have been dealing with. Most issues can be resolved quickly and informally.
Customer Complaint Procedure
At Brick and Brick, we pride ourselves on delivering excellent customer service. However, if something goes wrong, we want to hear from you so we can put it right.
Our complaints procedure is designed in line with the Property Ombudsman’s Code of Practice, ensuring every customer has access to a fair and transparent process.
Step 2 – Manager Review
If you are not satisfied, your complaint will be escalated to a branch or department manager, who will investigate and respond within 15 working days.
Step 3 – Formal Written Complaint
If you remain unhappy, you can submit a written complaint to our Customer Relations Team at:
complaints@brickandbrick.co.uk
We will acknowledge your complaint within 5 working days and provide a full written response within 20 working days.
Step 4 – Independent Redress
If you are still dissatisfied after receiving our final response, you may refer your complaint to:
The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP,
This service is free, impartial, and independent