Truro Office - 01872 211655 - 22 Pydar Street, Truro, TR1 2AY

Newquay Office - 01637 222500 - 38 East Street, Newquay, TR7 1BH

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Complaints procedure

At Cornish Bricks we aim to provide a professional and prompt service in every aspect of handling your Sale but we know that sometimes things can go wrong. If you do need to make a complaint you can contact us:

By phone – 01872 211655

Email –

Or in writing to:

Cornish Bricks, 22 Pydar Street, Truro TR1 2AY

We take every complaint seriously

We don’t just want to resolve your complaint; we want to learn what went wrong and how we can stop the same issue happening again. That’s why it’s important for you to provide us with as much information as you can about the problem including your reference number, full contact details and the dates involved.

We will send you a written or electronic acknowledgement of a complaint within 3 working days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within 15 working days of receiving a complaint, we will send you either:

  • a) a final response which adequately addresses the complaint; or
  • b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

  • a) a final response which adequately addresses the complaint; or
  • b) a response which:
    • (i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
    • (ii) informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

The Property Ombudsman

The Property Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Property Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Property Ombudsman their contact details are as follows:


Call 01722 333306 between 8.30am to 5.30pm