Complaints Procedure



Contact a member of the Bah properties team in person or by phone at either of our office to register the details of your complaint.

If we cannot resolve the matter over the telephone or in person we will ask you to put your complaint in writing/email. We will send you an acknowledgement of your letter within 48 working hours. Your complaint will then be investigated and a written response will be issued within 5 working days of the acknowledgement.


Stage 2

If you are not satisfied with the reply, a manager will review your complaint, the response and your observations. Our final viewpoint of the complaint will be issued to you in writing within 3 working days after it has been brought to the manager’s attention.


Stage 3

If you are still unhappy after receiving the final response to your complaint, you can ask the Property Redress Scheme to consider it. This is a free, impartial and independent service. You will need to submit your complaint within 12 months from the date of our final view point correspondence.

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We cover the whole of Cardiff especially the local areas like Grangetown, Riverside, City Centre, Butetown, Cardiff Bay, Roath, Cathays, Penylan, Fairwater and Ely. Free viewings and free rental valuations offered for properties