Bowler Oakfield Complaints Handling Procedure

A compliant can be made if you are dissatisfied with any service provided by Bowler Oakfield Estates Limited. Our complaints handling procedures comply with the regulations of the Royal Institution of Chartered Surveyors (RICS) and The Property Ombudsman (TPO) scheme. 

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Bowler Oakfield, 1 The Parade Mews, Marlborough, Wiltshire SN8 1NE
T: 01672 560354

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate, within 15 working days of receiving your complaint.

Stage Two

If you remain dissatisfied with our response you must contact us again and we will have a further 15 working days to provide a final written response. If you are dissatisfied with our final written response, you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP
T: 01722 333306

For Business Clients:

RICS Dispute Resolution Service, 55 Colmore Row, Birmingham B3 2AA
T 020 7334 3806