Complaint Procedure

Complaint Procedure


We hope you’ll only ever have cause to say good things about Btlinvestors. In the unlikely event of a complaint, we’ll do everything we can to resolve the problem swiftly and to your satisfaction. This document sets out the Btlinvestors formal written complaints procedure for handling complaints speedily and fairly for those customers of the Estate Agency Department.

Whilst every effort is made to ensure that a report produced by Btlinvestors is compliant with The Property Ombudsman, if you feel we have not satisfied these requirements, then we (Btlinvestors) will follow the procedure detailed here to try and ensure your query is fully resolved.

1. Initial Contact

Your written complaint will be recorded and where appropriate, contact will be made within 72 hours (3 working days) by the Complaints officer (Please refer to contacts at the end of this document) in the form of an acknowledgement letter to the address stated as your main residence.

2. Investigation

Depending on the nature of the complaint a full investigation will be arranged within the areas where Btlinvestors has provided a service.

We will respond in writing within 15 working days through a letter to the registered correspondence address of the progress of the complaint and our findings and/or advise if the process of investigation will take longer.

We would expect to respond no later than 15 working days from the date of the initial letter from you.

There may be exceptional circumstances where we are unable to respond within 15 working days, but we will keep you fully informed of progress either through telephone, e-mail or letter, you will receive a response at the very latest within eight weeks.

The final decision will be sent to you in an e-mail or letter to the registered address, as appropriate.

3. Response

If you are not satisfied with the final outcome, you may refer the complaint to The Property Ombudsman Adjudication Scheme. Please refer to contact details below.

4. Contacts


The Property Ombudsman
Beckett House
4 Bridge Street