Customer Complaints Procedure

Brown & Brand operates a Complaints Handling Procedure in accordance with the Rules of Conduct set down by the Property Ombudsman.

If you have a question or are dissatisfied with the manner in which this firm has carried out any duty entrusted to it and wish to make a complaint, please contact:

Mr Paul Brand
Brown & Brand
221 London Road
Essex SS7 2RD

Where your complaint is initially made verbally, whether face to face or by other communication, please also provide details to:

Mrs Sally Brand
Brown & Brand
221 London Road
Essex SS7 2RD

Upon receipt of your written complaint Mr Brand will write to you within 5 days to acknowledge receipt.

An investigation will take place in-house and the the outcome of this initial enquiry will be sent to you advising of any actions we have, or will have, taken.

If you are not satisfied with any aspect of our initial investigation of your complaint, please feel free to contact Mr P. Brand as above or by telephone on 01702 552966. At this point a separate review of your case will be conducted and you will be contacted within 15 days* of the conclusion.

If you are still dissatisfied with our handling of the complaint or the outcome you have the right to contact the Property Ombudsman at:

Property Ombudsman
Milford House
43-45 Milford Street
Telephone 01722 333306

In the event that a response is not practicable within 15 days for whatever reason, a holding letter will be sent to you and a response given as soon as possible thereafter.

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