Complaints Procedure
Last updated: 29 July 2026
At BRODIER, we are committed to providing a professional, transparent and responsive service. If you are unhappy with any aspect of our service, we want to know so that we can investigate the matter fairly and work towards a solution.
How To Make A Complaint
If you wish to make a complaint, please contact us with as much information as possible, including:
- Your name and contact details
- The property or matter concerned
- A clear description of your complaint
- Any relevant supporting information or documents
- The outcome you are seeking
Please send your complaint to:
Email: office@brodier.co.uk
Post: 23 Cottingham Way, Thrapston, Kettering NN14 4PL
Our Complaints Process
Stage 1 - Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
Stage 2 - Investigation
We will investigate the matter carefully and fairly.
Where appropriate, we may contact you for additional information before reaching a decision.
Stage 3 - Final Response
We aim to provide a full written response within 15 working days.
If we need more time due to the complexity of the complaint, we will explain why and keep you updated.
If You Remain Dissatisfied
If you are unhappy with our final response, or if 8 weeks have passed since your complaint was first made, you may be able to refer your complaint to our independent redress scheme.
Property Redress Scheme
Website: Property Redress
The Property Redress Scheme provides a free and independent complaints-resolution services for consumers. Complaints hsould normally be referred within 12 months of the last relevant communication relating to the matter. Further information about eligibility and the complaints process is available on their website.
PRS membership no: PRS060059
Data Protection Complaints
If your complaint relates to how we handle your personal information, please contact us first.
You also have the right to complain to the Information Commissioner's Office (ICO), as per our Data Protection Policy.
Our Commitment
We value all feedback and treat every complaint as an opportunity to improve our service.
Every complaint will be handled:
- Fairly
- Confidentially
- Promptly
- Without discrimination
BRODIER is the trading name of Brodier Investment Properties Ltd, registered in England and Wales under company number 16136771.
Registered office: 23 Cottingham Way, Thrapston, Kettering, England, NN14 4PL
Member of the Property Redress Scheme: PRS060059