Complaints Procedure

Last updated: September 2026

At Redbrik, we are committed to providing a professional service to all our clients and customers. If something goes wrong, we want you to tell us. This gives us the opportunity to investigate your concerns, put things right where appropriate and continue to improve the service we provide.

We want our complaints process to be accessible to everyone. If you need any reasonable adjustments or additional support to make or progress a complaint, please let us know and we will do our best to help.

Making a complaint

If you would like to make a formal complaint, please put it in writing by email or letter and provide as much information as possible. This should include details of what has happened, any relevant dates or members of our team involved and, where possible, how you would like the matter to be resolved.

You can send your complaint to the Redbrik office or department you have been dealing with, and it will be passed to the appropriate manager.

If you are unsure who to contact, please email us at hello@redbrik.co.uk and we will make sure your complaint reaches the right person.

What happens next?

1. We’ll acknowledge your complaint

We will acknowledge receipt of your complaint in writing within 3 working days and provide you with a copy of this Complaints Procedure.

2. We’ll investigate

Your complaint will be investigated by the appropriate manager for the department concerned. They will review the circumstances of your complaint, including any relevant records, and speak to the members of our team involved where necessary.

We will send you a formal written response setting out the outcome of our investigation within 15 working days of receiving your original complaint.

3. You can request a further review

If you are not satisfied with our response, please contact us again and explain why.

We will arrange for your complaint to be reviewed by a senior member of the Redbrik team who has not previously been involved in the matter.

4. We’ll provide our final viewpoint

We will write to you within 15 working days of receiving your request for a further review, confirming Redbrik’s final viewpoint on the complaint.

Our internal complaints procedure should be completed within a maximum of 8 weeks from the date we first receive your complaint.

5. Referring your complaint to The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, you can ask The Property Ombudsman (TPO) to carry out an independent review of your complaint. There is no charge for this service.

You may also be able to refer your complaint to The Property Ombudsman if more than 8 weeks have passed since you first made your complaint and our internal complaints procedure has not been completed. The Property Ombudsman

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Make a complaint: www.tpos.co.uk/consumers/make-a-complaint/

Important information

Before The Property Ombudsman can normally consider your complaint, you must first give Redbrik the opportunity to resolve it through our internal complaints procedure.

The Property Ombudsman requires complaints to have been raised with the business within 12 months of the issue occurring, or of you first becoming aware of it. If you receive a final viewpoint from Redbrik and wish to refer the matter to The Property Ombudsman, you must do so within 12 months of the date of our final response.

Changes To This Procedure

We may update this Complaints Procedure from time to time to reflect changes in legislation, regulation or the way we operate. The latest version will always be available on our website.