JW Wood Complaints Policy

Guidance for Private Consumers and Business Clients

We are committed to providing a professional service to all our clients and customers. When something does go wrong, we need know 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. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to independent arbitration.

What will happen next?

  • We will acknowledge receipt of your complaint within three working days of receiving it.
  • We will then investigate your complaint and try to resolve the complaint to your satisfaction. This will normally be the office manager or department head who will review your file and speak all members of staff who were involved in your case. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by Richard Johnson our Complaints Handling Officer, JW Wood, 7 Old Elvet, Durham, DH1 3HL or complaints@jww.co.uk. In his absence the review will be undertaken by another Director of the Company.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you remain dissatisfied, you can then contact one of the following to request an independent review:


For residential sales or lettings, please contact;

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP


For professional valuations or survey, please contact;

Centre for Effective Dispute Resolution

70 Fleet Street, London, EC4Y 1EU


All complaints must be addressed through this in-house complaints procedure, before being submitted for an independent review. In exceptional cases, where the timescale needs to be extended beyond the stated limits, you will be kept fully informed and an explanation provided.

You will need to submit your complaint to any of these services within 12 months of either receiving our final viewpoint letter or in absence of this, the eight-week consideration period elapsing, including any evidence to support your case.

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