Complaints Procedure
At Banc Property Group, we pride ourselves on delivering excellent service. However, if something goes wrong, we want to know about it so we can put it right.
We're Committed to Fairness
We take all complaints seriously and are committed to dealing with them promptly, fairly, and confidentially. Our complaints procedure is designed to be simple and straightforward. Download the full procedure (PDF).
Before You Complain
If you have an issue, we recommend trying to resolve it informally first. Often, a quick conversation can sort things out without needing a formal complaint.
Try These First:
- 1.Speak to your dedicated negotiator
- 2.Call our office on 01707 877781
- 3.Email your property manager directly
How to Make a Complaint
Our four-step process is designed to resolve your complaint as quickly as possible.
Informal Resolution
In the first instance, please speak to your dedicated negotiator or property manager. Many issues can be resolved quickly at this stage.
Formal Complaint
If informal resolution doesn't work, you can make a formal complaint in writing to our Office Manager.
Investigation
We will thoroughly investigate your complaint, speaking to all relevant parties and reviewing all documentation.
Final Response
You will receive our final written response, including details of our decision and any actions we will take.
How to Contact Us
You can make a complaint using any of the following methods. Please provide as much detail as possible to help us investigate effectively.
complaints@bancproperty.com
Phone
01707 877781
Post
Complaints Department
Banc Property Group
1 Station Road
Cuffley, EN6 4HU
Please Include:
- Your full name and contact details
- Property address (if applicable)
- Details of what went wrong
- What you'd like us to do to put it right
- Any relevant reference numbers
Make a Complaint
Use this form to submit your complaint. We'll respond within 3 working days.
Independent Redress
If you're not satisfied with our final response, you can escalate your complaint to an independent redress scheme.
The Property Ombudsman
Independent redress scheme for consumers
Propertymark
Professional body for estate agents
Important Note
You must wait until you receive our final written response (or 8 weeks from the date of your complaint if we haven't responded) before escalating to The Property Ombudsman. Their service is free for consumers.
Regulatory Information
Banc Property Group is committed to maintaining the highest professional standards. We are members of professional bodies and subject to regulatory oversight.
Member of The Property Ombudsman
Redress scheme membership
Propertymark Member
Professional body membership
Client Money Protection
All client funds fully protected