Complaints procedure

Effective Date: 28 October 2026

House Bought 4 Cash is a trading name of Belgrave Industrial Limited (company no. 06282789), registered in England and Wales. If you are unhappy with anything we have done, or not done, we want to hear about it so we can put it right. This procedure applies to anyone who has dealt with us about selling a property, whether or not a sale went ahead.

1. How to complain

Please put your complaint in writing, by email or by post:

• Email: info@housebought4cash.co.uk (please put “Complaint” in the subject line)
• Post: Complaints, House Bought 4 Cash, Park House, Park Road, Audenshaw, Manchester, M34 5QW

Tell us your name and how to contact you, the address of the property, what went wrong and when, and what you would like us to do about it. Include copies of any emails or letters that help. If you need help putting your complaint in writing, call us and we will note it down for you and send you a copy to check.

2. Who handles it

Your complaint is handled by a manager who was not involved in the matter you are complaining about. They will look at our records, speak to the people involved, and may contact you for more information.

3. When we will reply

• Acknowledgement: within 3 working days of receiving your complaint, we confirm we have it and tell you who is dealing with it.
• Full response: within 15 working days, we write to you with the outcome of our investigation and what we will do about it. If we need longer, we will tell you why and when to expect it.
• If you are not satisfied: reply and tell us why. The complaint is reviewed again and you receive our final written response no later than 8 weeks after we first received your complaint.

4. If you are still unhappy

If you remain unhappy after our final response, you can get free, independent advice from Citizens Advice about what to do next.

If your complaint is about how we have used your personal data, you can also complain to the Information Commissioner’s Office. Our privacy policy explains how.

5. If we introduced you to another buyer

Where we introduced you to another cash buyer or an auction house, a complaint about how that firm handled your sale should go to that firm under its own complaints procedure. A complaint about anything we did, including the introduction itself, comes to us under this procedure.

6. Keeping a record

We keep a record of every complaint and how it was resolved, and we use them to improve how we work.