Complaints Procedure
At times, things may not go as smoothly as we’d like. At Berkshire County & Co LTD, we are committed to correcting any mistakes because we firmly believe in treating all of our customers fairly. Our goal is to resolve any issues as quickly as possible by guiding you through the complaints process, helping both providers and customers work together for a good outcome. We'll cover the steps, rules, and tools for a fair resolution.
Stage 1: Initial Contact and Acknowledgment
Occasionally, our local team may not be able to resolve your issue, and if you remain unsatisfied, please contact the Berkshire County & Co LTD Customer Care team at complaints@berkshirecounty.co.uk. Our team will respond within three working days to reassure you that your concern is being addressed. A senior member of staff will then provide a full written response within 15 working days.
Stage 2: Formal Investigation and Response
If, after receiving our response in writing, you still feel that your complaint remains unresolved, please inform our Customer Care team at complaints@berkshirecounty.co.uk. The Customer Care team, will contact you within three working days to reassure you that the matter is being handled.
A further, independent review will be conducted by a dedicated Customer Care Associate to thoroughly understand the background, the impact it has had on you, and how we can resolve the issue. You will receive a full and final response within 15 working days.
Comprehensive Written Response
Within 15 working days, we provide a detailed written response including:
- Explanation of the issue and our findings
- Steps taken to address the complaint
- Proposed solutions
- Next steps and further options
This response serves as a formal record of our efforts.
Stage 3: Independent Redress and Ombudsman Referral
If the Customer Care team is unable to resolve your complaint, or if more than 8 weeks have passed since you initially raised the issue, you can refer the case to the ombudsman. This is a free, independent service that will conduct a thorough case review, including the steps Berkshire County & Co have taken to resolve the matter. Berkshire County & Co are members of The Property Redress Scheme.
0333 321 9418
https://www.theprs.co.uk/complain
info@theprs.co.uk