IN-HOUSE COMPLAINTS PROCEDURE
At Wise Rock Property, we take your satisfaction very seriously and will always do our very best to answer your expectations. We are committed to providing the best professional service possible to all our clients and customers.
However, in the event something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible and email us at firstname.lastname@example.org. We will then respond in line with the timeframes set out below. If you feel that we have not sought to address your complaint within 8 weeks, you may be able to refer your complaint to the Property Ombudsman on the matter.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 3 working days of
receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the Director
who will review your file and speak to the member of staff who dealt with you.
- A formal written outcome of our investigation will be sent to you within 15 working days of sending the
- We will write to you within 15 working days of receiving your request for a review, confirming
our final viewpoint on the matter.
The Property Ombudsman contact details:
If you remain dissatisfied or if 8 weeks have passed since your first complaint, you can then directly contact The Property Ombudsman to request an independent review:
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.