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Complaints Procedure

At Brik we strive to provide the best service possible to ensure that the process of buying, selling, letting or renting is achieved as smoothly and as professionally as possible. We do however recognise that sometimes not everything goes as planned.

In order to ensure we constantly excel expectations we have a complaints procedure that sets out the process for highlighting and resolving any issues that may arise.

We pride ourselves on being a forward thinking company and are happy to resolve complaints as quickly and e ciently as possible.

Step 1: Initial Contact

We will always endeavor to resolve your issue as efficiently as possible. This can often be achieved by contacting the member of sta involved directly as they will know both you and the situation best, and will likely be able to provide the quickest resolution.

If you do feel uncomfortable with this method, or that your complaint has not been dealt with to your satisfaction, please feel free to escalate the issue verbally to the relevant Director or Manager who will immediately take ownership and investigate. The member of sta with who you are in contact should be able to provide contact details for this person.

Step 2: Formal Complaint

If your complaint is not resolved and dealt with to your satisfaction during or after your initial contact, or you wish to submit a written complaint, please address your correspondence to: The Director of Customer Service and Compliance, Brik Property Ltd, 77 Parsons Green Lane, London SW6 6SE.

Please enclose as much detail as possible including dates, details of specific complaints and any supporting documentation to ensure that the matter is dealt with as e ciently and fairly as possible.

Your complaint will be acknowledged within 3 working days of receipt and a formal investigation will be undertaken. We will write to you confirming the outcome of our investigation and our final viewpoint within 15 working days.

Step 3: Referral to Third Party Organisation

We hope that we can settle any complaints internally and to the satisfaction of all parties concerned. If however you would like to take your grievance further, you can refer your complaint to the Property Ombudsman:

The Property Ombudsman,
Milford House,
43 - 55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP
Tel: 01722 333306

Further contact details can be found at www.tpos.co.uk.

Please be aware that the Property Ombudsman will only consider your complaint if all other internal avenues and procedures have been followed and exhausted and if it has been referred to their attention within 12 months.