If you are not satisfied that our Customer Care process has resolved or properly dealt with your issue then you have the option to make a formal complaint.

Burrington Estates fully supports the introduction of an Industry Ombudsman and will register with the scheme once it becomes available.

We are committed to properly managing formal complaints, which will be managed at Group level and overseen by the Managing Director in the appropriate Region.

Formal complaints can be made using our webform, here (this is an external link that opens in a new browser tab).

When making a complaint please provide enough information for us to understand the issue and the resolution that you hope for. Please provide images where possible.

Complaints Process

Our process and timeline for managing formal complaints is:

  • Written Acknowledgment. We will write to you within 5 days to acknowledge a formal complaint.

  • Path to Resolution Letter. We will write within 10 days (of the start of the process) to explain the expected steps (or pathway) we will take to properly deal with a complaint.

  • Complaint Assessment and Response Letter. Within 30 days we will write with our assessment of a complaint and setting out our proposed response to it.

  • Eight Week Letter. If a complaint is not closed within 56 days an update letter will be sent.

  • Closure Letter. Once a complaint has been properly and fully addressed we will write a letter of closure. We hope closure will be by mutual agreement, with a complainant satisfied that a complaint has been properly dealt with, and hopefully resolved.