Complaints Procedure - Estate Agency Sales

At Purplebricks we hold our customers at the heart of everything we do. We endeavour to support you at every step of your journey with us. If, however, you feel that we have fallen short of your expectations, we will do whatever we can to resolve your issues and promise to be transparent in all dealings with you during this process.

Purplebricks will act in accordance with the Complaints Procedure should you feel that you have cause for complaint about our service. Should you feel unhappy with the service you have received, please contact us on HELP@purplebricks.com

  1. We love our customers, but accept that sometimes we can get things wrong. If you are unhappy with any aspect of our service, please let us know and a member of our management team will contact you usually the same day but within 3 working days.

  2. If the management team is unable to resolve your issue, we’ll escalate your complaint to our Customer Experience Team within Purplebricks, who will acknowledge your complaint within 3 working days, review all documentation and correspondence and send a written outcome of the investigation within 15 working days.

  3. If you are still not satisfied with the outcome, we will provide details of how to contact The Property Ombudsman (of which Purplebricks is a member) who will be able to independently review your complaint and how we handled it. The Property Ombudsman's decision will be treated as final.

  4. Please rest assured we’ll do our best to handle your complaint in a fast, fair and transparent way. We take all feedback seriously and use it to improve the service we provide.


Complaints Procedure - Lettings and Property Management

We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers.

In order to ensure that your interests are safeguarded, we have put into place a complaints procedure which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at Local Lettings Expert, Lettings Coordinator or Property Manager.

Stage 1 – Local Lettings Expert, Lettings Coordinator or Property Manager

All complaints should, in the first instance, be directed to the Local Lettings Expert, Lettings Coordinator or Property Manager you have been dealing with. 

They will endeavour to resolve your complaint within 5 working days.

Stage 2 – Regional Director or Team Leader

Should your complaint remain unresolved, you may refer it to the Regional Director or Team Leader responsible.  We request that you send a written summary of your complaint to the Regional Director or Team Leader, within one month of receiving the Local Lettings Expert, Lettings Coordinator or Property Managers response.

They will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.

Stage 3- Company Final View Point – Lettings Divisional Director, Lettings Operations Director/Head of Pre-Tenancy and Property Management

Should the concerns you raised still remain, or if you are dissatisfied with any aspect of our handling of your complaint, you may write to the Lettings Director, Lettings Operations Director/Head of Pre-Tenancy and Property Management:

Cranmore One
Cranmore Drive
Shirley
Solihull
B90 4RZ

Or via lettingscomplaintsuk@purplebricks.com

We will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. We will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns.

Within 15 working days from receipt of your letter, the Lettings Divisional Director, Lettings Operations Director/Head of Pre-Tenancy and Property Management will set out in writing the findings and recommendations as a ‘final viewpoint’ on how it is believed your complaint can be resolved.

Stage 4 – The Property Ombudsman

After you have received a response from the Lettings Divisional Director, Lettings Operations Director/Head of Pre-Tenancy and Property Management, if you are not satisfied with the proposed resolution you may approach The Property Ombudsman Service (TPOS).

Details of how to do this are contained within the final view point letter alongside a link to the TPOS consumer guide at www.tpos.co.uk.  Please note that if you do wish to contact TPOS, you must do so within 12 months of the date of the final viewpoint letter.

It is also important to note that TPOS will not consider your complaint until our internal complaints procedure has been exhausted.