We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter).
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.
Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
0333 321 9418
info@theprs.co.uk
www.theprs.co.uk
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 complaint’s procedure, before being submitted for an independent review.
Why Bruce & Simpson?
IT’S SIMPLE – WE ARE DIFFERENT…
No other Property Management company anywhere offers what we do. The work we do isn’t a job, it’s a passion.
We want to offer our customers the best there is, and with our personalised service and unique partnership with our service team – Work With Group – we offer the complete package under one roof.
Independent. Proactive. Professional.
Our customer reviews
By chance we came across Sandie at Bruce Simpson, having always used “bigger” more well known companies before when needing to find tenants for our rental properties. Never again. The service far exceeded our expectations and went over and beyond, it was worth every penny of the more than reasonable fee payable. Sandie did everything Haybrooks did not. She achieved more in one week than they did in one month, keeping us posted in a kind and friendly way every step of the way. Bruce Simpson excels in providing a personal service, covering every aspect needed effortlessly. Thank you. 100% would recommend to landlords and tenants alike.
I have been working with Bruce & Simpson for nearly a year now. Great communication, fills rooms quickly and solves any problems that arise with tenants!
After feeling disgruntled by the treatment of the high street agent we were using to find new tenants and manage the properties, I was introduced to Sandie and was impressed by her passion and “thinking outside the box” attitude to marketing my properties. Nothing is too much trouble and any maintenance issues are dealt with straight away. Very happy
