Complaints Procedure

Complaints Procedure

In the unlikely event a complaint needs to be made and formally recorded, we will follow a simple procedure to record, investigate and address the complaint in a professional and timely manner using our ISO 9001:2015 Quality Management System.

Complaints are reviewed at our monthly Management Review meetings by Senior Management to identify areas of improvement in procedures and staff as part of our commitment to quality as an ISO 9001:2015 Registered company.

Here’s what will happen to your complaint:


  1. The details of the complaint will be recorded on PBM Form #01-22 ‘Complaint Management Form’ and an initial investigation is carried out internally.
  2. The Complainant receives a call back within 24 hours to detail the progress of the investigation. 
  3. Once the investigation is complete appropriate action will be taken and recorded on the Complaint Management Form – the Complainant is informed of the outcome of the investigation and any actions appropriate to the resolution which will be taken.
  4. If the Complainant is not happy they may request the complaint be passed to the next level for review. 
  5. The complaint is passed to the General Manager or Managing Director for further investigation/appeal.


If the complaint has still not been satisfactorily resolved within 8 weeks of it being made you can then take it onto an independent review at: PRS (Property Redress Scheme), contactable at:





Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH

Phone: 0333 321 9418