Complaints procedure

How to make a complaint

If you wish to make a complaint, please contact us in writing (by email or post) and provide the details set out below. You can email us via our contact form or write to us at: BeHomed Ltd, 10 Scandia-Hus Business Park, Felcourt Road, East Grinstead, West Sussex, United Kingdom, RH19 2LP

Please include:

• Your name and contact details
• The property address (if applicable)
• Details of your relationship to the property (e.g. landlord, tenant, buyer, seller)
• A clear description of your complaint, including key dates and anyone you have dealt with
• Any supporting documents (emails, letters, tenancy agreements, photos, etc.)
• What outcome you are seeking

Our internal process

• We will acknowledge your complaint in writing within 5 working days.
• We will then investigate your concerns and provide a written response within 15 working days where possible.
• If we need more time to investigate, we will let you know and explain the reasons for the delay.

We will do our best to resolve your complaint promptly and fairly. Our final written response is called a “final viewpoint” letter.

If you remain dissatisfied

If you are not satisfied with our final viewpoint, or if more than 8 weeks have passed since you first made your formal complaint and it has not been resolved, you may refer your complaint to the Property Redress Scheme (PRS). Please note that the Property Redress Scheme will only consider your complaint once you have completed our internal complaints procedure, or if 8 weeks have passed without resolution.

We are a member of the Property Redress Scheme, a government-approved, independent redress scheme that provides a free and impartial service to consumers. You must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter (or from the end of the 8week period if you have not received a final viewpoint).

Further information about the Property Redress Scheme, including how to submit a complaint, can be found at: