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. Please address this to The Complaints Handling Officer, JW Wood, 7 Old Elvet, Durham, DH1 3HL or complaintHO@jww.co.uk. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to an independent body (details below).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally our Complaints Handling Officer 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 our Chairman Keith Johnson, Chairman, JW Wood, 7 Old Elvet, Durham DH1 3HL. 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:

Private Consumer

a. If you are a private consumer and your complaint relates to a matter relating to:

i) Residential sales or lettings, please contact;

The Property Ombudsman

Milford House
43-55 Milford Street,

ii) A professional valuation or survey, please contact;

Centre for Effective Dispute Resolution

70 Fleet Street

Business Client

b. If you are a business client please contact;

RICS Dispute Resolution Service

Surveyor Court
Westwood Way

Please note the following:

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

You will need to submit your complaint to any of these services within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

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