Complaints Procedure
Walter and Mair Complaints Procedure
Walter and Mair have produced a complaints procedure in accordance with The Property Ombudsman regulations. Detailed below please find the steps that we will take when considering a complaint made against us, and also the action that you may take if you are not happy with our findings.
1. A complaint can be made by in writing or by email. Written complaints should be addressed to:
Toby Bassett
Walter & Mair Ltd
26 Chipstead Valley Road
Coulsdon
Surrey
CR5 2RA
2. Email Complaints should be addressed to toby@walterandmair.co.uk.
3. All written and email complaints will be acknowledged within 3 working days. This acknowledgement letter will detail the name of the person who will investigate. Where possible it will be a senior member of staff not directly involved in the transaction, however this may not always be possible.
4. A formal written outcome of our investigation will be sent to you within 15 working days.
5. If you are unhappy with the outcome of our investigation, please inform us, where possible in writing. A review of your case will be conducted by another member of staff not already involved in the complaint (where possible). This review will be sent to you within 15 working days.
6. After all steps have been followed, we will issue a written statement of our final findings, along with any offers made.
7. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
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.
