Complaints Procedure

At Black & Blanc, we are committed to providing the highest standards of service to our clients. However, we understand that occasionally things may not go as planned. This document outlines our procedure for handling complaints to ensure they are resolved quickly and fairly.

How to Make a Complaint

If you have a complaint, please contact us using the following methods:

Email: hello@blackandblanc.co.uk
Phone: 0203 884 1004
Post: 240 High St, Beckenham BR3 1EN

Please include your full name, contact details, and a description of your complaint, including any supporting documents if available.

Our Complaint Handling Process

Step 1: Acknowledgment

We will acknowledge your complaint within 3 working days of receiving it.

Step 2: Investigation

Your complaint will be thoroughly investigated by a senior member of our team.
We may contact you for further information if needed.

Step 3: Response

We aim to provide a final response within 15 working days. If we need more time, we will keep you informed of the progress.

Step 4: Resolution

If we find your complaint to be valid, we will propose a suitable resolution.
If you remain dissatisfied, you may refer your complaint to an independent redress scheme (see below).

Independent Redress Scheme

If you are not satisfied with our final response, you can refer your complaint to the Property Ombudsman within 12 months of our final response.

The Property Ombudsman
Website: www.tpos.co.uk
Phone: 01722 333306
Email: admin@tpos.co.uk

Record Keeping

All complaints and related communications will be documented and stored securely for at least 6 years.

Feedback and Continuous Improvement

We use feedback from complaints to improve our services and prevent similar issues in the future.