Legal

Complaints Procedure

Last updated 31 October 2026

We aim to give every client an excellent service. If something has gone wrong, please tell us so we can put it right.

1. Tell us

Please contact us in writing, by email to [email protected] or by post to BNS REAL ESTATE LTD, 27 Old Gloucester Street, London WC1N 3AX, with your name, the property concerned and a description of the problem.

2. We acknowledge

We will acknowledge your complaint within 3 working days and let you know who is looking into it.

3. We investigate and respond

We will investigate and send you a written final response within 15 working days of acknowledging your complaint.

4. Independent review

If you remain unhappy after our final response, you can refer your complaint to The Property Redress Scheme, usually within 12 months of our final response. The scheme is independent and its service is free for consumers. Its website explains how to make a complaint.