Estate agents, but better - honest, bespoke property specialists across North Somerset
The basics
At Beewise Property Group Ltd, our commitment to providing first-class customer service is at the heart of everything we do.
We hope that your experience with us always meets or exceeds your expectations. However, we acknowledge that there may be occasions when things do not go as planned.
In such instances, we encourage you to bring any concerns to our attention so we can address them promptly and professionally.
Below is our step-by-step guide to our complaints procedure:
1. Initial contact
If you encounter a problem or have a concern regarding any aspect of our service, we ask that you first discuss it with a member of our staff. Our goal is to handle your issue sympathetically, fairly, and efficiently, aiming for a swift resolution.
2. Escalation
Should you feel that the issue has not been resolved to your satisfaction after speaking with our staff, please request to speak to Director, Beth Wadsworth. She will endeavour to resolve the matter within five working days of your complaint being raised, though some cases may require further investigation.
3. Formal complaint
If you remain dissatisfied with the response from Beth Wadsworth, you have the option to escalate your complaint further by requesting that it be referred to Senior Director, Camilla Brewis. Alternatively, you may put your concerns in writing and send them to the following address: Beewise Property Group Ltd, 28 Main Road, Hutton, Weston-super-Mare, BS24 9QH.
In your letter, please detail the reasons for your continued dissatisfaction and specify the actions you believe are necessary to fully resolve your complaint. Upon receipt of your letter, Beewise Property Group Ltd will send you an acknowledgment within three working days, confirming that your complaint is being reviewed.
If additional information is needed, we may request this from you to ensure a thorough investigation. A formal written response will be provided to you within 15 working days, outlining the outcome of our investigation. This response will include a copy of The Property Ombudsman Consumer Guide for your reference.
4. Referral to The Property Ombudsman
If you are not satisfied with our final response, you may refer your complaint to The Property Ombudsman (TPO). You must do this within 12 months of receiving our final offer of settlement or answer. The Property Ombudsman can be contacted at:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
Telephone: 01722 333306
5. Ombudsman review
Upon receiving your complaint, The Property Ombudsman will consider all relevant factors and points raised by both you and Beewise Property Group. The Ombudsman may attempt to facilitate a resolution between both parties. If an agreement cannot be reached, the Ombudsman will issue a decision based on what they believe to be fair and reasonable under the circumstances.
6. Ombudsman decision
The Ombudsman’s decision will be communicated to both you and us. You have the option to either accept or reject this decision. If you choose to reject the decision, it will lapse, and you are free to pursue alternative courses of action, including legal proceedings. It is important to note that your legal rights will not be affected by the Ombudsman’s decision, regardless of whether you accept or reject it. If you have any questions regarding our complaints procedure or require further assistance, please do not hesitate to contact us on 01934 903800. We are here to help and committed to ensuring that any concerns are resolved to your satisfaction.