Complaints Procedure

We are committed to providing a high standard of service to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address the issue promptly.

Stage 1 – Making a Complaint

All complaints should be made in writing (by email or letter) and addressed to:

Bobby Freeman

Whitsun Brook Properties

21 Red Lion Lane

London SE18 4LD

hello@whitsunbrookproperties.com

Please include as much detail as possible, including:

Your full name and contact details
The property address (if applicable)
A clear description of your complaint
Any relevant supporting information

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 – Investigation

Your complaint will be investigated by a senior member of the business.

We will provide a formal written response outlining our findings and any proposed resolution within 15 working days of receiving your complaint.

Stage 3 – Final Response

If we are unable to resolve your complaint within 15 working days, we will:

Inform you of the reason for the delay
Provide an updated timeframe

You will receive a final written response within 8 weeks of your initial complaint.

Stage 4 – Escalation to Redress Scheme

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first raised your complaint, you may refer the matter to our redress scheme:

Property Redress Scheme

Limelight
1st Floor
Studio 3
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH

info@propertyredress.co.uk

You must refer your complaint within 12 months of our final response.

Additional Information

We will always aim to resolve complaints quickly and fairly
Making a complaint will not affect how we handle your case
We will keep a record of all complaints for regulatory purposes

Data Protection Complaints

If your complaint relates to how we have collected, used, stored, shared or otherwise handled your personal information, we will investigate the matter in accordance with UK data protection legislation, including the UK GDPR, Data Protection Act 2018 and the Data (Use and Access) Act 2025.

Examples of data protection complaints may include:

Concerns about personal information being shared incorrectly
Requests to correct inaccurate personal information
Concerns regarding the security of personal data
Questions about how long personal information is retained
Concerns about marketing communications or consent
Alleged breaches of confidentiality

Where appropriate, we may request further information to assist our investigation. We will keep a record of all data protection complaints and the actions taken to resolve them.

If you remain dissatisfied with the outcome of a data protection complaint, you may also have the right to raise your concerns with the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF