Out Of Hours Emergency Support

Terms of business  | Declaration of interestsData protection and privacy |  Complaints

Offices: 13 Quay Hill, Lymington, Hampshire, SO41 3AR (Correspondence)

Unit 62, Innovation Centre, Highfield Drive, St Leonards on Sea, TN38 9UH

Telephone:  Lymington - 01590 677725  Brighton - 01273 915 075  Hastings - 01424 439242 

London - 0203 866 1819  Isle of Wight – 01983 217669

Email: helpdesk@bridgeford.co.uk     Fax: 01590 671892

Bridgeford & Co Ltd      V.A.T. Registered Number:  672 4773 10    Registered in England No. 3221177

© 2019.  Copyright Bridgeford & Co. Ltd. 

Complaints

We hate complaints! If a leaseholder in a property we manage feels compelled to raise a formal complaint then we know may have fallen short of our own standards, either technically or in terms of the nature of the relationships we attempt to foster.

 

So, if you are one of the leaseholders in a property we manage and feel you have a grievance, in the first instance please discuss it with your property manager to try to get it sorted out.  Perhaps ask then to involve their manager to hopefully bring a fresh pair of eyes to the problem?


If you still feel your concern has not been resolved, then please adopt the following formal complaints procedure. 

  1. Please write to the Managing Director of Bridgeford and Co. Ltd at 13 Quay Hill, Lymington, Hampshire SO41 3AR outlining your complaint.  You can also lodge your complaint via our online portal at http://www.bridgeford.co.uk/contact-us.

  2. In the first instance, the Managing Director (MD) will instruct the Senior Property Manager (SPM) to investigate your complaint.  The SPM will be your primary point of communication at this stage.

  3. The SPM will contact you in writing (including by email) within ten working days and will inform you of their understanding of your complaint.  They will invite you to make any further comments that you may have in relation to this.

  4. Within fifteen working days of receipt of your written summary, the SPM will write to inform you of the outcome of their investigations into your complaint, and will advise you of what actions have been, or will be taken.

  5. Should you be dissatisfied with any aspect of the handling of your complaint, or our internal investigation, please feel free to contact our Managing Director again, who will personally conduct a separate review of your complaint and contact you within fifteen working days to inform you of the conclusion of that review.

  6. It is a condition of ARMA membership that we offer access to an Ombudsman scheme.  So, if you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

To find out how to refer this to “The Property Ombudsman” please go to https://www.tpos.co.uk/consumers/completing-the-complaints-form from where you can download their Complaints Form.  Once complete you can email this to admin@tpos.co.uk or post to The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP.  You can call The Property Ombudsman on 01722 333306.