Complaints

At Alexander Bonhill Limited, we believe that providing the very highest level of service is of paramount importance and undertake to resolve any complaint you may have, however large or small, in a timely and diligent manner.

If you are not satisfied with any aspect of the service that you have received from Alexander Bonhill Limited, please refer the matter either orally or in writing to our Compliance Department

Property Manager – Danielle Williams on 0207 330 8718 (local rate number) or email  dlw@alexanderbonhill.co.uk

Compliance Manager – Oriel Gavin on 0207 330 8714 (local rate number) or email ocg@centor.co.uk

  • We will aim to resolve your complaint by the close of business on the third business day following receipt of the complaint. By resolve, we mean you have indicated acceptance of a response from us, with neither the response nor acceptance having to be in writing.
  • If your claim cannot be resolved within this timeframe, we shall acknowledge receipt of your complaint, in writing, within 3 business days of it being made.
  • Within 8 weeks from the date of receipt of your complaint, we confirm you will receive a written final response from us that either:

(a) accepts the complaint and, where appropriate, offers redress or remedial action; or

(b) offers redress or remedial action without accepting the complaint; or

(c) rejects the complaint and gives reasons for doing so; or

(d) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one.

If, after our final response has been received, you are not satisfied with the outcome, you may be able to refer the matter to the Financial Ombudsman Service (FOS), provided you are an eligible complainant. At this juncture we will advise you whether we are prepared to waive the referral time limit rules and we will discuss what this means to you should we reach this stage.

FOS Consumer Helpline

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

0800 023 4 567
(calls to this number are free from mobile phones and landlines)

0300 123 9 123
(calls to this number cost no more than calls to 01 and 02 numbers)

FOS Email

complaint.info@financial-ombudsman.org.uk

FOS Correspondence Address:

Exchange Tower
1 Harbour Exchange Square
London E14 9GE

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