Information for our customers
At Brikk, we are committed to providing a professional, personal and transparent service. We take pride in the relationships we build with our clients and want everyone who deals with us to feel listened to and treated fairly.
However, we recognise that occasionally things may go wrong. If you are unhappy with any aspect of our service, we encourage you to tell us so that we have the opportunity to investigate your concerns and put matters right where possible.
We are members of The Property Ombudsman (TPO) and are registered as a Scottish letting agent (LARN2401006). Our complaints procedure is free of charge and covers our residential sales, lettings and property management services.
In the first instance, please raise your concern with the member of our team you have been dealing with. Many issues can be resolved quickly and informally.
If your concern is not resolved, or you would prefer to make a formal complaint immediately, please contact:
Nykky Danielewicz, Director
Email: nykky@brikkhaus.com
Post: Brikk, 15 High Street, Newport-on-Tay, DD6 8AB
Please provide your name, contact details, the property address where relevant, an explanation of your concerns and the outcome you are seeking. Any supporting documents or correspondence will help us investigate.
Our final response will explain our findings, any proposed resolution and the appropriate options for referring your complaint to an external body.
If you remain dissatisfied after receiving our final response about our estate agency services, you may refer your complaint to The Property Ombudsman.
The Property Ombudsman
Website: www.tpos.co.uk
Telephone: 01722 333306
Post: Unit 159756, PO Box 7169, Poole, BH15 9EL
You can normally approach TPO once you have received our final viewpoint or eight weeks have passed since you first complained. A referral must normally be made within 12 months of our final response, and TPO also applies eligibility rules concerning when the original issue occurred.
For complaints concerning our Scottish letting agency services, landlords and tenants, including former landlords and tenants, can use our internal complaints procedure.
If your complaint concerns an alleged breach of the Scottish Letting Agent Code of Practice and remains unresolved after you have notified us in writing and allowed us a reasonable opportunity to respond, you may apply to the First-tier Tribunal for Scotland (Housing and Property Chamber). You may also apply if we fail to deal with your complaint within a reasonable timescale. There is no fee to apply.
First-tier Tribunal for Scotland – Housing and Property Chamber
Website: housingandpropertychamber.scot
Applications concerning letting agents are made using Form J, available on the Tribunal’s website.
Where a complaint is eligible for consideration by TPO, we will also provide details of that service in our final response. The appropriate external route will depend on the nature of your complaint.
Where Brikk has been instructed to provide a Let Only or tenant-find service, our responsibility may end once the agreed service has been completed.
We will investigate complaints relating to the services Brikk has provided. However, ongoing maintenance, repairs and tenancy management may be the landlord’s responsibility where these services are not included in our agreement.
We will explain who is responsible and, where appropriate, direct your enquiry to the relevant person.
If your complaint concerns a contractor or third party instructed through Brikk, we will review the circumstances, establish our responsibilities and, where appropriate, contact the relevant party to investigate.
Where the matter falls outside our contractual responsibilities, we will explain this and provide the relevant contact information where possible.
All complaints will be treated fairly and confidentially, with information shared only where necessary to investigate or resolve the matter or meet our legal obligations.
We will retain records of formal lettings complaints and related correspondence for at least five years, in accordance with the Scottish Letting Agent Code of Practice.
We value all feedback, whether positive or negative. Every complaint is an opportunity to review our service, address concerns and make improvements where necessary.
Our aim is always to resolve matters fairly, professionally and as promptly as possible.