Complaints Handling Procedure

Our Commitment

At Bright Hill Ltd, we are committed to providing a professional, courteous and high-quality service to all of our clients, buyers, sellers, investors and applicants. If we fall short of the standards you expect, we want to know. Your feedback helps us improve our service, and we will always aim to resolve complaints fairly, promptly and transparently.

Most concerns can be resolved quickly by speaking with the member of staff dealing with your matter. If this is not possible, please follow our formal complaints procedure below.

Stage One – Initial Complaint

Please put your complaint in writing and provide as much information as possible, including:

• Your full name and contact details
• The property or project address (if applicable)
• A clear description of your complaint
• Copies of any supporting documents or correspondence
• Details of the outcome you are seeking

Please send your complaint to:

Bright Hill Ltd
Email: joshua@bright-hill.co.uk
Telephone: 0208 287 5014
Post: Bright Hill Ltd, 71 Houblon Road, Richmond, TW10 6DB

We will acknowledge receipt of your complaint within 3 working days. A senior member of staff will investigate the matter independently where possible. We aim to provide our full written response within 15 working days of receiving your complaint.

Stage Two – Final Review

If you remain dissatisfied with our Stage One response, you may request a final review. Your request should explain why you remain dissatisfied and provide any additional information you would like us to consider.

A Director or senior member of management who has not previously been involved (where practicable) will carry out a final review. We aim to issue our Final View Letter within 15 working days of receiving your request. If additional time is required due to the complexity of the complaint, we will explain why and keep you informed of progress.

Independent redress — Consumer Code for New Homes

Bright Hill is registered with the Consumer Code for New Homes, an approved code under the Trading Standards Institute. For new-home buyers this gives independent protection and access to a free dispute resolution scheme after our internal complaints process has been followed.

Further information: www.consumercode.co.uk

What We Will Do

When investigating your complaint, we will:

• Treat your complaint fairly and impartially
• Investigate all relevant facts
• Keep your information confidential
• Keep you updated if our investigation takes longer than expected
• Explain our findings clearly
• Take appropriate action where improvements are identified

What We Ask From You

To help us investigate your complaint efficiently, we ask that you:

• Provide accurate and complete information
• Respond promptly to requests for additional information
• Treat our staff with courtesy and respect
• Allow us reasonable time to investigate the matter fully

Complaints We Cannot Consider

We may be unable to investigate complaints that:

• Are subject to ongoing court proceedings
• Relate to matters already determined by a court or tribunal
• Concern issues outside our control or legal responsibilities
• Are submitted anonymously where we cannot investigate effectively

Continuous Improvement

Every complaint is reviewed to help us improve our service, policies and procedures.

Contact Us

Bright Hill Ltd
Telephone: 0208 287 5014 / 07875 027 428
Email: joshua@bright-hill.co.uk
Post: 71 Houblon Road, Richmond, TW10 6DB

(General site enquiries also published as info@bright-hill.co.uk.)