Complaints Procedure

At JW Wood, we're committed to providing a professional, high-quality service to all our clients and customers. We always aim to get things right, but if something does go wrong, we want to know about it so we can put it right and learn from the experience.

If you'd like to make a complaint, please send it in writing to the office you've been dealing with and include as much detail as you can. We'll do our best to resolve the matter quickly, but please note that we have up to eight weeks to review and respond. If your complaint hasn't been resolved within that time, you may choose to refer it for independent review.

What happens next

1. Acknowledging your complaint
   We'll confirm we've received your complaint within three working days.
2. Looking into the matter
   Your complaint will be reviewed by the Office Manager or Head of Department, who will look over your file and speak with any staff involved. We'll send you a written response explaining what we've found and any action we're taking, usually within 15 working days of receiving your complaint.
3. If you're still not happy
   If you're not satisfied with our response, please let us know. Tell us which parts of our reply you're unhappy with so that we can focus our review on those specific points.
   
   You can request a further review by contacting our Complaints Handling Officer at:
   
   JW Wood, 7 Old Elvet, Durham, DH1 3HL
   Email: complaints@jww.co.uk
   
   If the Complaints Handling Officer is unavailable, another Company Director will carry out the review on their behalf.
4. Our final response
   Once the review has taken place, we'll write to you within 15 working days with our final viewpoint on the matter.
5. Independent review
   If you're still unhappy after receiving our final response, you can contact The Property Ombudsman, for an independent review:

Please make sure to follow our in-house complaints procedure before contacting The Property Ombudsman.

If we ever need more time than the periods stated above, we'll keep you fully informed and explain why.

You'll need to contact The Property Ombudsman within 12 months of receiving our final viewpoint letter—or if you haven't received one, once the eight-week period has passed. Please include any supporting evidence when you get in touch with them.