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Legal · Complaints

Complaints Procedure

If you are dissatisfied with any aspect of our service, we want to hear from you so we can investigate and resolve your concerns.

Our commitment

BC UK PROPERTY LTD, trading as BC Property UK, aims to provide a professional service. If you are dissatisfied with any aspect of our service, please let us know so that we can investigate and seek to resolve your concerns.

How to make a complaint

Please email info@bcpropertyuk.comusing the subject line Formal Complaint. In your message, please include:

  • Your full name and contact details.
  • The relevant property address, where applicable.
  • A clear description of your concerns.
  • The outcome or resolution you are seeking.

Acknowledgement and initial response

We will acknowledge your complaint within 3 working days of receiving it, and provide an initial written response within 15 working days.

Further review

If you remain dissatisfied with our initial response, you may request a further review. Wherever possible, the review will be carried out by an individual who was not directly involved in the matter being complained about. We will provide our final viewpoint within 15 working days of receiving your request for a review.

If more time is required

If we need additional time to investigate or respond, we will explain the reason for the delay and keep you informed. Our internal complaints process will take no longer than 8 weeks from the date we originally receive your written complaint.

The Property Ombudsman

BC UK PROPERTY LTD is a member of The Property Ombudsman (TPO). If you remain dissatisfied with our final viewpoint, or if your complaint has not been resolved after 8 weeks, you may refer your complaint to The Property Ombudsman. You do not need to wait for the 8-week period to expire if we have already issued our final viewpoint. A referral should be made within 12 months of the date of our final viewpoint letter.

You can make a complaint to The Property Ombudsman here:https://www.tpos.co.uk/consumers/make-a-complaint/.

Your statutory rights

Nothing in this procedure affects your statutory rights.

For any questions about this procedure, contact us atinfo@bcpropertyuk.com.