Charles Barnard Estate Agents (South West) Limited is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. Ongoing this will help us to improve our standards.

If you have a complaint, we ask you to put this in writing and provide as much detail and evidence as possible.  We will attempt to respond in line with the timeframes mentioned below. After eight weeks if you feel we have not addressed your complaint, you may wish to refer your complaint to The Property Redress Scheme. They may then consider it without our final viewpoint on the matter.

What will happen next?

Once your complaint is received in writing, where possible we will send you a letter acknowledging receipt of your complaint. This should be within five working days of receiving it; we will once again enclose a copy of this procedure.

We will then investigate your complaint. Initially this will be dealt with by the office/branch manager. That person will review your file and speak to the staff (if still employed by this firm) who dealt with you and/or your property. If you have already dealt with the person in charge, your complaint may immediately be passed on to the owner/director of the company to investigate. A formal letter with the outcome of our initial investigation will be sent to you. This should be within 21 working days of sending our initial acknowledgement letter.

If you are still not satisfied, please make this clear in writing. Assuming your file was initially dealt with by the office/branch manager, we will arrange for a separate review to take place by a more senior member of staff. This is likely to be the owner/director of the company, assuming he/she has not already investigated the matter.

Following this final investigation, we will aim to write to you again within 21 working days of receiving your request for a review, confirming what will be our final viewpoint on the matter.

At that stage if you remain dissatisfied, you may contact The Property Redress Scheme for an independent review:

The Property Redress Scheme

Milford House

43-45 Milford Street


Wiltshire SP1 2BP

0333 321 9418

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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