80% lettings valuation accuracy
79% lettings fee satisfaction
Mar 26,2014
Mar 26,2014
6
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Experience with Braemore Property Management (a part of Lomond Lettings and Alba Residential)
Just 3 words to say about this company: rude, incompetent and unprofessional ¢â‚¬â€œ keep away!!!
If you want to learn more, just go on with reading of my own experience, which might be similar to yours or other customers involved in their business. I want to write just facts, which would point at, why to keep away from this company. That's a warning also!!!
I rented a flat, which had been occupied before. I was thinking, that the company would be all right, as I had stayed in Braemore property, before they became a part of Lomond Lettings. Fortunately (which I'd recommend to everybody), I kept a copy of all the inventory documents stamped by Braemore, as well as all the photos of faults in the property (dated).
I realised, that they were just after my deposit, just to keep as much as possible, which is obviously not just me, but other tenants too, as I read the reviews on-line. Especially before and after the final check out, this became more than obvious.
The main facts are:
1/ Rude: The lease finished 30/11/2013. We agreed the final check out on 03/12/2013. I called the office just shortly before the check out date, just to ask about a name of the person, who will do the check out and a contact number to agree a suitable day time. The gentleman, who was answering calls on the switch board hung up twice. I did have to e-mail for an answer to a manager. Do you think, that I got any apology? Such a rude they are!
2/ Check out: Well, everything seemed to be all right. A bubbly lady checked the flat with me (03/12/2013). She said, that everything was clean and in a good condition, apart from the oven, which needed to be cleaned. We agreed £40 for cleaning of the oven... This was also confirmed by Closing Inspection Report and an e-mail from a Property Manager, which I received 06/12/2013.
3/ Demands: 10/12/2013 I got an e-mail, that they would charge me for a hole in the bedroom wall and a dirty bathtub. It was written, that it was clear, that I caused these, so they demanded payment from me. I replied, that these had been pre-existing conditions, before I moved in, which was stated in the list of inventory in the beginning of the tenancy. I've got photos dated by the time also. The reply was, that the manager would look into that, and I wouldn't be charged for the issues.
4/ Shocking, rude: I tried to get my deposit back from the Mydeposit Scotland scheme and found out, that Braemore (Lomond Lettings) wanted to charge me over £400 ¢â‚¬â€œ 11 times more, than the agreed amount for the oven cleaning. I e-mailed to the manager (09/01/2014) for an explanation of this, stating also, that I didn't agree with such a high charge. I stated, that we agreed just £40 for the oven cleaning in the kitchen. I also pointed at the list of inventory from the beginning of the tenancy, which was stamped by Braemore Property Management 23rd January 2012, when my tenancy started. Again, no apology for such a huge charge and no response, which I had been promised by the Property Manager.
5/ Incompetent, unprofessional: 10/01/2014 I received an e-mail from the Property Manager: ¢â‚¬ËœCould you, please, send me a copy of the inventory, that you sent back to us (Braemore ¢â‚¬â€œ Lomond Lettings), when you first moved in?'. The manager wanted to say, that when I send them a copy, they will not charge me for the hole in the wall in the bedroom and dirty bathtub ¢â‚¬â€œ pre-existing conditions. However also stated, that some further cleaning was required ¢â‚¬â€œ after them issuing the closing inspection report (03/12/2013).
This I consider absolutely unacceptable, that they would dare to ask their customers to give the letting agency important documents, which should have been kept by them safe. This is a very poor and unprofessional!!! Even to make demands without even checking the documentation is a bit strange.
6/ Incompetent: A half an hour after previous e-mail (10/01/2014) I got another one stating, that the Property Manager spoke to her Manager. They wanted again to charge me for further cleaning ¢â‚¬â€œ which has never been mentioned by the final check out, as well as a water damage in the bathroom ¢â‚¬â€œ they also never mentioned this before ¢â‚¬â€œ stating, that there was saturated floor under lino, which needed to be dried. The manager also wrote, that the hole in the wall and bathtub were pre-existing, so I wouldn't be charged for these, ¢â‚¬Ëœjust' for further cleaning and the water damage.
7/ Unprofessional: I e-mailed the Manager, that I considered this very poor to require documentation from their customers (the list of inventory from the beginning of the tenancy)!!! I also refused to pay for ¢â‚¬Ëœfurther cleaning' ¢â‚¬â€œ honestly, I cleaned the flat about 10 hours and there was no objections made against it by the final check out, as well as the bathroom damage. The bathroom was wet and moist from the beginning of the tenancy, which I marked off in the inventory document, fungus (mildew) heavily spreading around bathtub, tiles and ceiling. The company was never interested, when I pointed at this problem. I made photos of the condition at the beginning of the tenancy.
8/ Dispute: 10/01/2014 afternoon another e-mail, that they found the inventory document from the beginning of the tenancy!!!, and confirmed the pre-existing conditions ¢â‚¬â€œ after more than a month from the final check out! However, they stated, that the lady, who was on the check out allegedly missed additional cleaning requirements, as well as the water damage. Instead of apologies and trying to find a solution, the Property Manager just wrote, that I should go into the dispute scheme offered by Mydeposits Scotland, which I certainly did, as this mess is absolutely unbelievable.
9/ Result of dispute ¢â‚¬â€œ absolute shame: The final result of the dispute from 26/03/2014 confirmed, that this company was awarded just £40 for the oven cleaning and I got all the rest of the deposit back from Mydeposits Scotland scheme. This was found by the adjudicator:
Their evidence by the agency: about further cleaning (e. g. undated photos of rice left on the hob ¢â‚¬â€œ I didn't leave it there, honestly or dusty skirting boards after a month from the final check out), as well as the water damage under linoleum, which was found as a pre-existing condition, as the linoleum had been heavily stained and the bathroom moist with fungus... They tried me to pay for their negligence, as everything was marked in the opening inventory report and I had good photographic evidence (dated), but they've never been interested in the issues.
Just 3 words to say about this company: rude, incompetent and unprofessional ¢â‚¬â€œ keep away!!!
If you want to learn more, just go on with reading of my own experience, which might be similar to yours or other customers involved in their business. I want to write just facts, which would point at, why to keep away from this company. That's a warning also!!!
I rented a flat, which had been occupied before. I was thinking, that the company would be all right, as I had stayed in Braemore property, before they became a part of Lomond Lettings. Fortunately (which I'd recommend to everybody), I kept a copy of all the inventory documents stamped by Braemore, as well as all the photos of faults in the property (dated).
I realised, that they were just after my deposit, just to keep as much as possible, which is obviously not just me, but other tenants too, as I read the reviews on-line. Especially before and after the final check out, this became more than obvious.
The main facts are:
1/ Rude: The lease finished 30/11/2013. We agreed the final check out on 03/12/2013. I called the office just shortly before the check out date, just to ask about a name of the person, who will do the check out and a contact number to agree a suitable day time. The gentleman, who was answering calls on the switch board hung up twice. I did have to e-mail for an answer to a manager. Do you think, that I got any apology? Such a rude they are!
2/ Check out: Well, everything seemed to be all right. A bubbly lady checked the flat with me (03/12/2013). She said, that everything was clean and in a good condition, apart from the oven, which needed to be cleaned. We agreed £40 for cleaning of the oven... This was also confirmed by Closing Inspection Report and an e-mail from a Property Manager, which I received 06/12/2013.
3/ Demands: 10/12/2013 I got an e-mail, that they would charge me for a hole in the bedroom wall and a dirty bathtub. It was written, that it was clear, that I caused these, so they demanded payment from me. I replied, that these had been pre-existing conditions, before I moved in, which was stated in the list of inventory in the beginning of the tenancy. I've got photos dated by the time also. The reply was, that the manager would look into that, and I wouldn't be charged for the issues.
4/ Shocking, rude: I tried to get my deposit back from the Mydeposit Scotland scheme and found out, that Braemore (Lomond Lettings) wanted to charge me over £400 ¢â‚¬â€œ 11 times more, than the agreed amount for the oven cleaning. I e-mailed to the manager (09/01/2014) for an explanation of this, stating also, that I didn't agree with such a high charge. I stated, that we agreed just £40 for the oven cleaning in the kitchen. I also pointed at the list of inventory from the beginning of the tenancy, which was stamped by Braemore Property Management 23rd January 2012, when my tenancy started. Again, no apology for such a huge charge and no response, which I had been promised by the Property Manager.
5/ Incompetent, unprofessional: 10/01/2014 I received an e-mail from the Property Manager: ¢â‚¬ËœCould you, please, send me a copy of the inventory, that you sent back to us (Braemore ¢â‚¬â€œ Lomond Lettings), when you first moved in?'. The manager wanted to say, that when I send them a copy, they will not charge me for the hole in the wall in the bedroom and dirty bathtub ¢â‚¬â€œ pre-existing conditions. However also stated, that some further cleaning was required ¢â‚¬â€œ after them issuing the closing inspection report (03/12/2013).
This I consider absolutely unacceptable, that they would dare to ask their customers to give the letting agency important documents, which should have been kept by them safe. This is a very poor and unprofessional!!! Even to make demands without even checking the documentation is a bit strange.
6/ Incompetent: A half an hour after previous e-mail (10/01/2014) I got another one stating, that the Property Manager spoke to her Manager. They wanted again to charge me for further cleaning ¢â‚¬â€œ which has never been mentioned by the final check out, as well as a water damage in the bathroom ¢â‚¬â€œ they also never mentioned this before ¢â‚¬â€œ stating, that there was saturated floor under lino, which needed to be dried. The manager also wrote, that the hole in the wall and bathtub were pre-existing, so I wouldn't be charged for these, ¢â‚¬Ëœjust' for further cleaning and the water damage.
7/ Unprofessional: I e-mailed the Manager, that I considered this very poor to require documentation from their customers (the list of inventory from the beginning of the tenancy)!!! I also refused to pay for ¢â‚¬Ëœfurther cleaning' ¢â‚¬â€œ honestly, I cleaned the flat about 10 hours and there was no objections made against it by the final check out, as well as the bathroom damage. The bathroom was wet and moist from the beginning of the tenancy, which I marked off in the inventory document, fungus (mildew) heavily spreading around bathtub, tiles and ceiling. The company was never interested, when I pointed at this problem. I made photos of the condition at the beginning of the tenancy.
8/ Dispute: 10/01/2014 afternoon another e-mail, that they found the inventory document from the beginning of the tenancy!!!, and confirmed the pre-existing conditions ¢â‚¬â€œ after more than a month from the final check out! However, they stated, that the lady, who was on the check out allegedly missed additional cleaning requirements, as well as the water damage. Instead of apologies and trying to find a solution, the Property Manager just wrote, that I should go into the dispute scheme offered by Mydeposits Scotland, which I certainly did, as this mess is absolutely unbelievable.
9/ Result of dispute ¢â‚¬â€œ absolute shame: The final result of the dispute from 26/03/2014 confirmed, that this company was awarded just £40 for the oven cleaning and I got all the rest of the deposit back from Mydeposits Scotland scheme. This was found by the adjudicator:
Their evidence by the agency: about further cleaning (e. g. undated photos of rice left on the hob ¢â‚¬â€œ I didn't leave it there, honestly or dusty skirting boards after a month from the final check out), as well as the water damage under linoleum, which was found as a pre-existing condition, as the linoleum had been heavily stained and the bathroom moist with fungus... They tried me to pay for their negligence, as everything was marked in the opening inventory report and I had good photographic evidence (dated), but they've never been interested in the issues.
What agent could do to change your mind?
After the horrible experience with this agency, nothing would change my mind!!!Attached Filesnbsp;
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Latest Reviews
24th Feb 2022
reviewed by 'Fiona'
30th Sep 2021
reviewed by 'Sophie Milton'
10th Sep 2021
reviewed by 'G l'
9th Jul 2021
reviewed by 'Aleks'
Opening Hours
Address
Braemore Sales & Lettings
92 Morningside Road
Edinburgh
City of Edinburgh
EH10 4BY
01316246666
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 80% | 79% | £275 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 129 | 23 | 340 | 84 | 68 | 0 | 12 | 0 | 24 | 5 |
Areas covered
- EH11
- EH10
- EH12
- EH9
- Morningside
- EH8
- Old Town
- EH7
- New Town
- EH6
- East Lothian
- EH5
- West Lothian
- EH4
- Mid Lothian
- EH3
- Fife
- EH2
- EH1
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Dec 22,2022
Dec 22,2022
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Braemore's cost of repairs are mouth-watering & they probably make more money than landlords. Braemore would not return keys on termination of tenancy as they tried to infer outstanding power bill was the landlord's responsibility. Braemore held the tenant's deposit, therefore this was nonsense. DO NOT ...
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Feb 24,2022
Feb 24,2022
1
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A complete shambles. One star is too many!
From a landlord's perspective I would advise avoiding at all costs. Terrible communication, poor administrative processes in place. Errors from them on HMO certification, informing landlord of impending tenant departure, and even passing rent on to landlord!
...
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Sep 30,2021
Sep 30,2021
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They were alright when living in the property just slow to respond and fix issues.
The worst part for me is that when I moved out and needed a reference they wanted to charge £24 for a reference letter. Can’t believe they get away with ...
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Sep 10,2021
Sep 10,2021
1
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AVOID AVOID AVOID AVOID AVOID
Braemore are the worst rental agency in Edinburgh.
They refuse to carry out repairs or any form of Maintenance at the properties they rent.
Due to lack of Maintenance and repair even after repeated emails and calls, I ended up ...
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Sep 01,2021
Sep 01,2021
1
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Avoid. From a tenants perspective, Braemore provides a miserable service with. extremely poor communication. Frequent mistakes made with no apology....
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Jul 09,2021
Jul 09,2021
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My experience with Braemore has been absolutely terrible! This agency is not worth the hassle and they really don't care about their tenants. Me and my flatmate experienced 2 weeks without hot water and no washing machine! Our property manager was absolutely useless when it came ...
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Jun 25,2021
Jun 25,2021
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Would give zero stars if I could. Terrible experience over a 5 year period. Had at least 4 different property managers, no one seemed to know any previous notes or emails, impossible to get answers from, never answered the phone. Had to chase parking company, electric company ...
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May 27,2021
May 27,2021
2
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Excellent service from Alex McKinlay and Donna Reape though they were dealing with owners who live abroad and were unable to visit Scotland due to the pandemic conditions. Both were easy to talk to and very efficient and always provided sound advice.
This was in ...
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May 11,2021
May 11,2021
3
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Anybody there?
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there ...
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May 18, 2021
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We have the exact same experience with Braemore. Its absolutely disgraceful and a NON existing customer service . I really don't understand it. We now stopped paying the rent , just to try to get some reaction from them , but even that does not seem to help . I have never experienced anything like it... ...
May 08,2021
May 08,2021
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I agree with all the shocking reviews. I was treated the same. I was with Alba fir years then back in 2019 the service was terrible.
When tenants left they were charging for cleaning and repairs which were not being carried out.
Check in reports were ...
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Mar 01,2021
Mar 01,2021
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As an overseas Landlord (at the other end of the world) it is great to have confidence that your agent is taking care of your property and tenant. I have found Michael to both responsive and considerate in reaching the high level of management I ...
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Comment on agent fees
Reasonable for service being provided
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Feb 27,2021
Feb 27,2021
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My partner and I are currently securing a lease with Braemore and have thus far found the whole process to be simple and friendly.
I enquired about the property and within 24 hours, had two possible viewing dates. I met Paul Davis on site and was ...
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Dec 24,2020
Dec 24,2020
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We have a mouse infestation, and were told that because of the time of year, no pest control would be available until January. * told me that there is no such thing as emergency pest control, which I'm not sure is true. He also refuted that ...
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Nov 04,2020
Nov 04,2020
1
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Little adjustment of my original review left a year ago let's say...Now that tenancy experience is over I must share it with anyone interested to rent out with this agency. Even though this story may not come as a surprise to some of you ...
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Jun 13,2020
Jun 13,2020
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* incompetent and rude property manager who we paid to make our lives worse. Here is just a flavour of our experience:
- When moving in, we had an array of problems with the flat. We focused our attention on requesting that the broken table was ...
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May 29,2020
May 29,2020
3
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Braemore have let our property for many years efficiently and covered just what we needed at a competitive rate.
When it was time to sell they marketed the property excellently and managed the process in a timely manor....
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May 25,2020
May 25,2020
2
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Also had an appalling experience with this particular agency and property manager. Disgusted with the way he handled a significant problem at the beginning of the tenancy. Rude, passive aggressive tone for no reason at all; he won't take responsibility or help out - always ...
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Apr 30,2020
Apr 30,2020
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I have been letting my own home with Braemore for the past 12 years and in that time there have been no issues of concern - only 3 marketings and great tenants have been quickly found. The remarkable thing is that with Braemore Lettings - through their ...
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Apr 06,2020
Apr 06,2020
4
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Fergus was useless and rude. The worst property manager in my 7 years of renting. Do not go with Braemore if at all possible....
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Mar 30,2020
Mar 30,2020
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They may call themselves that but they couldn't let my flat for love nor money. Finally got rid of them and the new agent had a choice of two suitable tenants for me within one week. That was two and a half years ago and ...
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Mar 18,2020
Mar 18,2020
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Always has a prompt reply with solution .
Nothing a problem .
Easy to work with , a huge pleasure to have as my property manager.....
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Mar 17,2020
Mar 17,2020
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Always willing to assist , queries answered as soon as possible
nothing is to much trouble
If I email it is answered asap and my query is soon sorted
Thank you both...
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Mar 11,2020
Mar 11,2020
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I have been renting the flat for a few years. Always get help and support if needed. The flat manager very friendly and polite, good communication and they fix problems in a flat very quickly. Highly recommended....
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Mar 04,2020
Mar 04,2020
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My experience with Braemore was fantastic, I couldn't recommend their agency highly enough! Wonderful friendly & helpful staff, especially my property manager Alison McInnes, she was amazing. If there was such as thing as a 10 star rating here, they would get it!...
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Feb 29,2020
Feb 29,2020
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Lynne was extremely helpful and pleasant. Very clear and attentive sorted out everything for us with no waiting and no fuss...
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Feb 26,2020
Feb 26,2020
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Laura always got back to emails quickly and was informative, helpful and organised in helping me get my name on the tenancy. Thanks Laura....
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Jan 29,2020
Jan 29,2020
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Gill's service was awesome. She communicated effectively through email and was quick to respond to phone calls regarding any concerns. Gill was able to answer all questions and even asked fellow colleagues when questions were outside of her responsibility, making her an incredible problem-solver which ...
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Jan 19,2020
Jan 19,2020
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Professional, timely and efficient all while being pleasant and lovely. Highly recommend Lynne Moore, Helen McEwan and the Braemore Morningside letting team in finding your next family home....
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Jan 17,2020
Jan 17,2020
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Lynne Moore was very professional and efficient and responded very quickly to all emails. The whole letting process happened quickly and easily. I would definitely recommend Braemore Sales and Lettings....
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Jan 15,2020
Jan 15,2020
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Wow service,polite and efficient staff. Wonder and excellent timing. Right from the viewing through the tenancy process has being flawless because of the assistance provided by these staff. My family and I are sincerely grateful!!!...
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
Braemore are committed to providing a professional service to all our landlords and tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Last updated at 2:09 PM 31/10/2017 by allAgents
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
