Formal Complaints Procedure

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 resolved.   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 www.bridgeford.co.uk or email helpdesk@bridgeford.co.uk
     

  2. In the first instance, the Managing Director (MD) will acknowledge receipt of your complaint within 3 working days.
     

  3. Within fifteen working days of receipt of your complaint, the MD 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.
     

  4. 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 contact you within fifteen working days to inform you of the conclusion of that review.
     

  5. 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.
     

  6. 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 also call The Property Ombudsman on 01722 333306.