If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint:-
We have appointed the senior partner, Mr Andy Cochran to deal with your complaint. He will acknowledge receipt of your complaint within 7 working days. Please address your complaint as follows:-
Mr A J Cochran F.R. I.C.S.
Woolley & Wallis
51-61 Castle Street
Wiltshire SP1 3SU
If you have initially made your complaint verbally – whether face-to-face or over the telephone – please also make it in writing, addressed to Mr W.G. Verdon-Smith above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
He will investigate the matter and will aim to resolve it as quickly as possible. You will be provided with a full response, or if that is not possible, an update on what is happening with your complaint within 21 working days.
The first stage of our complaints handling procedure will involve full consideration of your complaint by Mr W.G. Verdon-Smith on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Mr Cochran's investigation into your complaint, the matter will conclude.
However, if we cannot agree on how to resolve the complaint, then you will have the opportunity to take your complaint to the final stage of the firm’s complaints handling procedure.
For private individual clients reference is to the:-
Ombudsman Services: Property
PO Box 1021
Warrington WA4 9FE
Tel: 0330 440 1634 or 01925 530 270
For corporate clients, redress can also be through the RICS Dispute Resolution Scheme or the Surveyors Arbitration Scheme.
With regard to complaints specifically related to estate agency, residential property sales and residential lettings we are affiliated to the Ombudsman Service and you may refer your complaint to:-
The Property Ombudsman
43-55 Milford Street
Wiltshire SP1 2BP
Tel: 01722 - 333306