Bedfords Complaints Procedure

As a customer of Bedfords, you expect a first-class service and we aim to provide this. We have high standards, but if you feel that we have made a mistake, please contact us as soon as possible.

We are also a member of The Property Ombudsman, and as such subject to their rules. This gives customers who are unable to resolve a complaint against Bedfords the right to have this reviewed by an independent person.

We hope that Bedfords’ complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman. Please be aware that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received our final review.

• If you have a complaint relating to Bedfords Estate Agents, in the first instance discuss with the Manager of the branch concerned.
• If you still feel that the issue has not been resolved, please contact Paul Bedford FNAEA, either by email: [email protected], or by letter to Bedfords Estate Agents, 15 Guildhall Street, Bury St Edmunds, Suffolk, IP33 1QD. In case of Paul Bedford’s absence, it will be dealt with by James Bedford at the same address. Your letter should state why you are still dissatisfied and what further action you wish Bedfords Estate Agents to undertake to resolve this matter.
• Bedfords will confirm receipt of the complaint in writing within 3 working days, either by letter or email.

• The matter will be fully investigated, this will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. and a formal written response will be sent within 15 working days.
• If you are still not satisfied with our written response, your complaint will be passed to a Principal in another branch who will review the complaint and respond with our final review within 15 working days.
• The final review will be sent to you, if you are still dissatisfied with our response, you are able to contact the Property Ombudsman at www.tpos.co.uk, or Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP 01722 333306 within 12 months of receipt of final review.
• The Ombudsman’s Office may try to settle the situation by agreement between you and Bedfords Estate Agents. If an agreement cannot be reached, the Ombudsman will review the case and the relevant factors and make a decision according to what they believe to be fair.
• If you do not agree with the Ombudsman decision you can accept to reject his decision. If you reject the Ombudsman decision, it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected the Ombudsman’s decision.

Registered Office: BEDFORDS - 15 Guildhall Street, Bury St Edmunds, IP33 1QD, Suffolk, EnglandWebsite by Weblinks Creative Solutions