Step 1: Submission of Complaint
Please submit your complaint via email to info@newbrickz.com, providing a detailed account of the issue. Upon receipt, we will acknowledge your complaint in writing within 3 working days. The office manager will conduct a comprehensive investigation, reviewing your file and consulting with the relevant team members. A formal written response outlining the findings and resolution will be provided within 15 working days.
Step 2: Escalation for Review
If you remain dissatisfied, please contact us again to request a further review. A senior member of staff will independently assess the matter. You will receive a written response within 15 working days, outlining our final position.
Step 3: Independent Review
If you are still not satisfied with our final viewpoint or if 8 weeks have passed since your initial complaint, you may refer the matter to The Property Ombudsman for an independent review at no cost.
The Property Ombudsman
Please note that you must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter or email, along with any supporting evidence for your case. The Property Ombudsman requires all complaints to be fully addressed through our internal complaint handling process before being eligible for independent review.
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