Business details

Bread & Butter Collective

Bromley Barn
Elkstone Studios
Elkstone, Cheltenham
GL53 9PQ
United Kingdom

Bread & Butter Collective is a trading name of SOPHOMORE OPCO (UK LTD), Registered Office: 52-54 Gracechurch Street, London, England, EC3V 0EH. Registered in England, No: 14035871, VAT No: 434 5430 12

Formal Complaints Procedure

Purpose:

When an issue is raised with Bread & Butter Collective but the customer feels it has not been adequately addressed, the affected person(s) may file a formal complaint following the procedure outlined below:

Procedure:

  1. Submission of Complaint: Customers should submit a request to raise a formal complaint using the ‘Send a Message’ function on the customer portal.
  2. Access to Complaints Page: Upon receiving the initial request, Bread & Butter will send a link to the complaints page.
  3. Written Submission: Complaints must be submitted in writing within 3 months of the complainant becoming aware of the issue.
  4. Record Keeping: All complaints will be recorded by Bread & Butter upon receipt.
  5. Bread and Butter Collective agrees to deal with any properly appointed representative of the complainant.
  6. Acknowledgement and Investigation:
    • Formal complaints will be acknowledged within 2 working days whenever practicable.
    • A thorough investigation will be conducted promptly.
  7. Review and Response:
    • A senior staff member will review the complaint and respond.
    • The formal written outcome of the investigation will be sent to the complainant by the Customer Services Team within 21 working days of receiving the complaint or 21 working days from resolving the issue, whichever is later.
  8. Appeals Process:
    • If dissatisfied with the decision, the complainant may appeal if new information is available.
    • Appeals must be submitted via the customer portal within 5 working days of the original decision.
    • The appeal will be reviewed by a member of staff not involved in the original complaint.
    • The Customer Services Team will issue a final decision within 15 working days of receiving the appeal.
    • The final decision will include information on escalating the complaint to the Property Redress Scheme if still dissatisfied.
  9. Further Referral:
    • Any further referral to the Property Redress Scheme must be made within 6 months of the final decision.
    • More information on the Property Redress Scheme is available at www.theprs.co.uk