1. Charles Bainbridge Ltd a Member of Property Redress and NAEA Propertymark aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to Property Redress and/or NAEA Propertymark.
2. If you believe you have a complaint, please write in the first instance to
Miss Sophie Brett
Charles Bainbridge Ltd
Registered Office Address: 143 High Street, Rochester, Kent, ME1 1EL
Or by Email: [email protected]
Please provide us with full details of your complaint and confirm up to date contact information for you. In doing so, you give us permission to record details about your complaint internally and where appropriate to report data relating to our complaints regulator, Property Redress and/or NAEA Propertymark.
3. Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.
4. If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director at the address given below:
Charles Bainbridge Ltd
Registered Office Address: 143 High Street, Rochester, Kent, ME1 1EL
Or by Email: [email protected]
5. In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to Property Redress and/or NAEA Propertymark within 12 months of our final viewpoint letter. We will submit our file to the relevant body on request. You are also entitled to have your complaint referred to either governing body within 12 months should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification. They can be contacted at:
Property Redress, 7th Floor Corn Exchange, 55 Mark Lane, London, EC3R 7NE https://www.portal.propertyredress.co.uk/Complain
NAEA Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive. Warwick, CV34 6LG, Tel: 01926 496800 https://www.propertymark.co.uk/professional-standards/complaints.html