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Britestate

Complaints Procedure

Last updated: 24 March 2026

Britestate Ltd takes all complaints seriously and aims to resolve them fairly and promptly. To raise a complaint, email complaints@britestate.co.uk or use the Help & Support section of the platform.

1. Introduction

Britestate Ltd takes all complaints seriously and aims to resolve them fairly and promptly. This procedure explains how to make a complaint and what to expect from us throughout the process.

2. What You Can Complain About

You may complain about: the platform’s services, features, or performance; the conduct of another user (including an estate agent or service provider); data protection concerns; billing or payment disputes; content moderation decisions; or accessibility issues.

3. How to Complain

Step 1 — Contact Us. Email complaints@britestate.co.ukor use the “Help & Support” section of the platform. Please include your name, email address, a description of the issue, and any relevant evidence (screenshots, reference numbers).

Step 2 — Acknowledgement. We will acknowledge your complaint within 2 working days and assign a reference number.

Step 3 — Investigation. We will investigate your complaint and aim to provide a full response within 15 working days. If the matter is complex, we may extend this to 30 working days, notifying you of the delay and the reason.

Step 4 — Resolution. Our response will explain our findings and any action we have taken or propose to take.

4. Escalation

If you are not satisfied with our response:

4.1. Internal Escalation. You may request a review by a senior manager within 14 days of receiving our response. The review will be completed within 15 working days.

4.2. External Escalation. If you remain dissatisfied, you may refer your complaint to:

  • For data protection matters:The Information Commissioner’s Office (ico.org.uk, 0303 123 1113)
  • For estate agent conduct: The Property Ombudsman (tpos.co.uk) or the Property Redress Scheme (theprs.co.uk)
  • For consumer disputes: You may use an ADR provider certified by the Chartered Trading Standards Institute. Details of applicable ADR providers will be included in our final response to your complaint.
  • For online disputes (consumers): The Online Dispute Resolution platform at ec.europa.eu/consumers/odr

5. Complaints About Estate Agents

If your complaint relates to an estate agent registered on the platform, we will: forward the complaint to the agent for their response; facilitate communication where appropriate; and if the matter is not resolved, advise you to contact the agent’s redress scheme directly.

Britestate is not responsible for the professional conduct of estate agents or service providers on the platform.