Last updated: August 2026

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At Bartlett Hammond, we are committed to providing a professional and reliable service. If you are unhappy with any aspect of our service, we want to know so that we can investigate the issue and try to resolve it as quickly and fairly as possible.

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1. How to make a complaint

If you have a complaint, please put it in writing and send it to us by email or post using the contact details below.

Email: enquiries@bartletthammond.co.uk

Registered Office:
110 Brooker Road
Waltham Abbey
England
EN9 1JH

Please include:

- your full name and contact details;
- the property address or reference, if relevant;
- a clear summary of your complaint;
- any supporting documents or information you would like us to consider;
- details of what outcome you are seeking.

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2. Stage one complaint review

We will acknowledge your written complaint within 3 working days of receiving it.

Your complaint will be investigated by a senior member of staff or designated complaint handler who has not been directly involved in the matter where possible.

We aim to provide a formal written response within 15 working days of receiving your complaint.

If, for any reason, we need more time to complete our investigation, we will let you know, explain why, and provide an updated timescale.

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3. Stage two review

If you remain dissatisfied after receiving our stage one response, you may ask for your complaint to be reviewed again internally.

Your complaint will then be considered by a more senior person or by someone not previously involved, where possible.

We aim to send you our final written viewpoint within 15 working days of receiving your request for a further review.

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4. Referral to an independent redress scheme

If you remain dissatisfied after we have completed our internal complaints procedure, or if 8 weeks have passed since you first made your complaint and it has not been resolved, you may be able to refer the matter to our independent redress scheme.

Redress scheme name: [Insert redress scheme name]
Membership number: [Insert membership number]

If Bartlett Hammond is a member of The Property Ombudsman, their details are:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

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

Any referral to the Ombudsman must usually be made within 12 months of our final written response.

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5. Important notes

The Ombudsman will normally expect you to have completed our in-house complaints procedure before considering your complaint.

Please keep copies of all correspondence and supporting documents, as you may need these if your complaint is referred for independent review.

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6. Contact

For all complaints, please contact Bartlett Hammond at enquiries@bartletthammond.co.uk.