Complaints Procedure

Boultbee Brooks Real Estate Ltd operate a Complaints Handling Procedure (CHP) and have appointed Mr Lee Thompson to deal with your complaint. If you have a question, or if you would like to make a complaint, please don’t hesitate to contact him.

The relevant contact details are:

Mr Lee Thompson Boultbee Brooks Real Estate Ltd Broadway House 32-35 Broad Street Hereford HR4 9AR

Telephone: +44 (0)1432 347937

Email: leet@bbre.co.uk

If you have initially made your complaint verbally, whether face-to-face or over the phone, please also make it in writing, addressed to Lee Thompson as above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it. The first stage of our complaints handling procedure will involve full consideration of your complaint by Lee Thompson on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Lee Thompson investigation into your complaint, the matter will conclude.

Boultbee Brooks will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 28 days. However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is as follows:

1. For Individuals & Members of the Public

Ombudsman Services: Property PO Box 1021 Warrington WA4 9FE Tel: +44 (0) 845 050 8181 Fax: +44 (0) 845 051 1213 Telephone: +44 (0) 1925 530 270 Fax: +44 (0) 1925 530 271 Email: enquiries@os-property.org URL: www.os-property.org

2. For Commercial Organisations

RICS Dispute Resolution Service Surveyor Court Westwood Way Coventry CV4 8JE Telephone: +44 (0)20 7334 3806 Email: drs@rics.org