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Complaints Procedure for bdHomesUK Ltd

At bdHomesUK Ltd, we are dedicated to providing high-quality service to all our clients. However, if you feel that we have fallen short of your expectations, we want to hear from you so that we can resolve any issues promptly and efficiently. This Complaints Procedure explains how you can raise a concern and what steps we will take to address it.

1. How to Make a Complaint

 

If you have a complaint, please follow these steps:

 

Step 1: Informal Complaint

  • In the first instance, please try to resolve your concern by contacting one of our team members. Many issues can be resolved quickly through direct communication.
  • You can contact us by:

o   Phone:

o   Email:

o   Post:

o   Provide details about the issue, including your contact information and any relevant documents.

 

Step 2: Formal Complaint

If you’re not satisfied with the initial response or prefer to submit a formal complaint, you can do so in writing. Please address your complaint to:

 

Complaints Manager

bdHomesUK Ltd

Email:

Include:

  • Your full name and contact details
  • A detailed description of your complaint
  • Any steps taken so far to resolve the issue
  • Supporting documents (if applicable)

 


2. Our Response to Your Complaint

 

Once we receive your complaint, we will:

 

  • Acknowledge Receipt: We will confirm receipt of your complaint within 3 working days.
  • Investigate: Your complaint will be thoroughly investigated by our Complaints Manager or another senior team member.
  • Provide a Response: We aim to provide a full written response within 15 working days. If the matter is complex and requires further investigation, we will keep you informed and provide a final response as soon as possible.

 


3. If You Are Not Satisfied with Our Response

 

If you are not satisfied with the resolution provided, you can escalate the matter for further review by a senior member of our team. We will aim to provide a final decision within 10 working days of receiving your request for escalation.

 


4. Independent Redress

 

If, after following our complaints process, you remain dissatisfied with the outcome, you may escalate the issue to the Property Redress Scheme, of which we are a member. This is an independent service that helps resolve disputes between property companies and their clients. Their contact details are:

 

Property Redress Scheme

Website:  https://www.theprs.co.uk/

Phone: 0333 321 9418

Email: info@theprs.co.uk

 


5. Continuous Improvement

 

We take all complaints seriously and use them as an opportunity to review and improve our services. Your feedback is important to us, and we aim to learn from each complaint to prevent similar issues in the future.

 


6. Contact Information

 

If you have any questions about this Complaints Procedure or need further assistance, please contact us:


bdHomesUK Ltd 

Address: 1 Forstal Road, Aylesford, Kent, United Kingdom, ME20 7AU

Email: Info@bdhomesuk.com

Phone: +44 1634 926942

 

We appreciate your business and are committed to resolving any issues efficiently and fairly.

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