Complaints Procedure header

BW Residential Limited is a Member of the Property Ombudsman and aims to provide the highest standards of service to all our customers. This Complaints Procedure provides the opportunity for the matter and any dispute to be resolved and investigated internally in the first instance. In the event that we are not able to deal with the issue to mutual satisfaction, this would be referred to the Property Ombudsman.

If you believe that you have a grievance that has not been dealt with appropriately through negotiation, please contact either:

Jamie Fisk, Director, BW Residential Ltd, Unit 7 Chevron Business Park, Lime Kiln Lane, Holbury, Southampton, SO45 2QL. Email: Jamie.fisk@bwresidential.co.uk

Or Louise Varney, Accounts Manager at BW Residential Ltd, Unit 7 Chevron Business Park, Lime Kiln Lane, Holbury, Southampton, SO45 2QL. Email: louise.varney@bwresidential.co.uk

Complaints will be acknowledged in writing within 3 working days. Any issues raised will be investigated thoroughly and a formal reply will be sent within 15 working days of receipt. We will endeavour to resolve matters quickly and efficiently in order to reach a satisfactory conclusion.

If you are not satisfied with the outcome you may have your complaint reviewed by Lynn Wales, Managing Director, BW Residential Ltd, Unit 7 Chevron Business Park, Lime Kiln Lane, Holbury, Southampton, SO45 2QL. Email: lynn.wales@bwresidential.co.uk

Complaints, in writing, will be acknowledged within and no longer than 7 working days. The initial and any subsequent complaint, investigation and original response will be reviewed and a formal reply will be sent within 15 working days of receipt.

If you are not satisfied with the outcome of our initial investigation, or more than eight weeks has elapsed since your complaint was first made then you can take the matter up, without charge, with The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306.  Email: admin@tpos.co.uk https://selfserve.tpos.co.uk/ and supply any evidence at the ombudsman's request.

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.  The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Reviewed April 2024