Complaints Procedure

We are committed to providing you with a superior service. Sometimes things do go wrong, and we would like the opportunity to put them right for you. If there is something you are not happy with then please tell us. Your feedback is very important to us as it allows us to improve the products and services we offer.

To raise a complaint

Send a letter by post to the Manager of the relevant office/branch as we do not handle complaints by email. Within the contents of the letter, please include:

  • What your complaint is about
  • What you would like us to do to resolve it
  • Copies of any relevant documentation

2nd Floor, Harbour Exchange 5, London E14 9GE

7 Heritage Avenue, Beaufort Park, London NW9 5FW

2 Dickens Yard, Longfield Avenue, London W5 2TD

15 The Boulevard, Imperial Wharf, London SW6 2UB

Unit C, Distillery Wharf, Chancellors Rd, W6 9GX

51-53 Heath Street, Hampstead, London NW3 6UG

38 Highgate High Street, Highgate, London N6 5JG

32A Sussex Place, Hyde Park, London W2 2TH

5 Thackeray Street, Kensington, London W8 5ET

Unit 15, 8 Kew Bridge Road, Kew, London TW8 0FJ

285 Brompton Rd, Knightsbridge, London SW3 2DY

Unit C, Nine Elms Point, 6 Hebden Place, London, SW8 2LF

Unit B, Cadmus Court, Seafarer Way, SE16 7DW

1A, 148 Vaughan Way, E1W 2AF

421A Finchley Road, Hampstead, London NW3 6HJ

421A Finchley Road, Hampstead, London NW3 6H

What happens when you first complain to us?

Wherever possible we aim to resolve matters for you as soon as you tell us about them. We will do this by either talking to you or by writing to you. However, depending on the nature of the issue we may not be able to resolve it as quickly as we would want to. In any event, we will endeavour to send you a response within 15 working days of receipt.

What can you do if you’re not satisfied with the response to your complaint?

If you consider that our response to your complaint still does not address your concerns, then you can raise matters again by writing to the company’s Lettings Director who will review the complaint.

The Lettings Director, Benham & Reeves Residential Lettings,
Unit C, Distillery Wharf, Chancellors Road, Fulham Reach, London W6 9GX

At this stage your complaint will be reviewed by a Director who will issue a response expressing the Company’s final response within 15 working days of receiving your further complaint.

What if you’re still not satisfied with our response and want to take matters further?

Clearly, we always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with our final response, you have the right to refer your case to either of the following:

The National Federation of Property Professionals (NFOPP) - www.nfopp.co.uk
Regulation Dept, NFOPP, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG

The Property Ombudsman (TPO) - www.tpos.co.uk
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP