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Complaints Procedure

BWP Commercial Property — Complaints Procedure

BWP Commercial Property Ltd is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible so we can address your concerns promptly and fairly.

  1. How to Make a Complaint
    Please submit your complaint in writing, providing as much detail as possible regarding the issue and the service area it relates to.

Complaints Officer
BWP Commercial Property Ltd
12A Hart Street
Henley-on-Thames
Oxfordshire
RG9 2AU
Email: info@bwpcommercialproperty.com
Telephone: 01491 818180

  1. Acknowledgement of Your Complaint
    We will acknowledge receipt of your complaint within 3 working days and confirm the next steps.

  2. Investigation
    Your complaint will be reviewed by a senior member of the team who was not directly involved in the matter.
    We may contact you for further information or clarification if required.

We aim to provide a full written response within 15 working days of acknowledging your complaint. If the matter is complex and requires additional time, we will update you accordingly.

  1. Outcome
    Our written response will outline:

  • The findings of our investigation

  • Any actions taken or proposed

  • Any remedies or next steps

  1. If You Remain Dissatisfied
    Should you remain unsatisfied after receiving our formal response, you may request that your complaint be reviewed by a Director of the company for a final internal review.

As BWP Commercial Property Ltd is not currently regulated by RICS, there is no external redress scheme available at this time. However, we take all complaints seriously and will work with you to reach a fair and appropriate resolution.

  1. Record Keeping
    We keep a record of all complaints in accordance with our regulatory, legal and UK GDPR obligations.