Customer Service Policy

Belvoir is a franchise organisation with over 150 offices across the UK.

Each and every Belvoir office is a locally owned business and not a subsidiary or sister company of Belvoir Property Management (UK) Ltd (or Belvoir Lettings plc).

Belvoir franchise offices are focused on our core principles of being professional, being a specialist and providing exceptional customer service to our clients.

In the unlikely event you wish to make a complaint, you should, in the first instance put this in writing to the Franchise Owner of the Belvoir office you are having an issue with. Depending on the nature of the issue our offices may not be able to resolve it as quickly as they would like. If this is the case, the Franchise Owner will acknowledge your complaint and then respond to your complaint after they’ve had an opportunity to fully investigate, usually within 7 days.

Hopefully your complaint will be resolved to the satisfaction of all parties but if this is not the case or you are not happy with the response you receive you should be made aware that it is a requirement that each Belvoir office belongs to one of three government approved independent redress schemes. An independent redress scheme is an impartial service for resolving disputes between consumers and agents.

The three government approved redress schemes are;

• The Property Ombudsman (tpos.co.uk)
• Ombudsman Services: Property (ombudsman-services.org)
• Property Redress Scheme (theprs.co.uk)

If you are unsure which redress scheme the franchise you are complaining about is a member of please contact your local office who will assist in this matter.

For a list of all of our offices, please see below.