1. Purpose

Brook Hudson Ltd is committed to providing a high standard of service to all our clients. We recognise that occasionally things may go wrong, and when they do, we want to resolve issues quickly, fairly, and transparently.


This policy outlines how complaints are handled and what clients can expect from us during the process.


2. What Is a Complaint?

A complaint is defined as any expression of dissatisfaction, whether justified or not, about any aspect of our service, staff, or processes.


3. How to Make a Complaint

Complaints can be submitted in writing via:


Please include:

  • Your full name and contact details
  • The property address (if applicable)
  • A clear description of the complaint
  • Any relevant documents or evidence


4. What Happens Next?

  • Acknowledgement: We will acknowledge your complaint within 3 working days.
  • Investigation: A senior member of staff will investigate the issue thoroughly.
  • Response: You will receive a written response within 15 working days of acknowledgement. If more time is needed, we will inform you and provide an updated timeline.


5. Escalation

Brook Hudson is a member of the Property Redress Scheme (PRS), an independent government authorised consumer redress scheme for the property industry. The PRS provides a free, impartial service to help resolve complaints between consumers and member agents.


If you have followed our full internal complaints procedure and remain dissatisfied with our final response, or if 8 weeks have passed since your written complaint without resolution, you may refer your complaint to the PRS for independent review.


Property Redress Scheme Contact Details


Address:
Property Redress Scheme
1st Floor Studio, Limelight,
3 Elstree Way, Borehamwood
WD6 1JH


Telephone: 0333 321 9418

Email: info@propertyredress.co.uk

Website: https://www.propertyredress.co.uk/


Please note:
The PRS will only consider your complaint if you have first completed our in‑house complaints procedure, in line with redress scheme requirements.


6. Record Keeping

All complaints are logged and retained for a minimum of six years. This helps us monitor service quality and identify areas for improvement.


7. Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy.


8. Continuous Improvement

We regularly review complaints to improve our services and ensure our team is trained to handle issues professionally and empathetically.


Complaints Procedure