Complaints
Procedure

This policy statement was last updated on [22/07/2025].

Burtons Property Ltd

Complaints Procedure Overview

If you need more details or have any questions, please feel free to reach out to us directly.

We are dedicated to delivering the highest standards of service. However, we recognise that occasional issues may arise. If you’re ever dissatisfied with any element of our service — including billing — we have a structured process in place to handle your concerns promptly and effectively.

Our goal is to address any concerns with a spirit of fairness and compromise. We aim to act in a professional, respectful, and equitable manner at all times.

Our Policy

Our commitment is to respond to your concerns with fairness and reason. We focus on finding practical solutions and avoiding future problems, rather than assigning blame.

Fees and Service Quality

Please be assured that raising a complaint will not incur any charges or negatively impact the quality of service we provide.

How to Make a Complaint

If your concern relates to service quality or fees, we encourage you to contact us directly. Our complaint handling process is broken down into two stages:

Stage 1: Informal Resolution

We believe the best outcomes are achieved by addressing issues at the earliest opportunity. If you're unhappy with our service, please contact the Advisor you’ve been working with.

Your complaint will be acknowledged within 3 working days.
A meeting may be arranged within 14 days to discuss your concerns.
After this, the Advisor will respond in writing within 14 days to explain their conclusions and any recommendations.
If no meeting is held, you’ll still receive a written response within 14 days of the initial acknowledgement.
If any timeline changes, we will notify you with an explanation.

Stage 2: Escalation to Quality Assurance

If discussing the issue with your Advisor doesn’t resolve your concern—or you feel it’s inappropriate to contact them—you may escalate the matter in writing to our Quality Assurance Officer. If the complaint involves the Quality Assurance Officer directly, it will be passed to the next most senior staff member for an impartial review.

Your escalation will be acknowledged within 3 days.
A meeting may be offered within 14 days to discuss the issue.
A written outcome will follow within 14 days of that meeting or, if no meeting occurs, within 14 days of acknowledgement.
Any adjustments to these timeframes will be clearly communicated.

Policy Review

This policy will be reviewed regularly and updated when necessary to reflect changes in legislation, guidance, or internal procedures.

External Mediation Options

Independent bodies like Small Claims Mediation are available to help resolve disputes over professional services. While our preference is to handle concerns internally, we are open to discussing external resolution options if requested.