1. Making an Initial complaint
In the first instance your complaint should be directed in writing to the one of the Directors of Northwood Oxford. The director will respond within ten days, with an honest and sincere desire to resolve your complaint as soon as possible.
2. Making a formal complaint
If for whatever reason you remain dissatisfied then you should write or email to Northwood UK with full written details of your complaint and copies of any supporting evidence. The Complaints Officer, who will provide an independent review of the complaint, will investigate your complaint.
Email:
[email protected]
Write to us: FAO The Complaints Officer, Northwood GB Ltd, The Main Barn, Cams Hall Estate, Fareham, Hampshire, PO16 8UT
3. Receipt of your complaint
Receipt of the written complaint will be acknowledged within three working days and an explanation of the process for resolution will be given
4. Resolving your complaint
The investigation into your complaint will start as soon as possible and you will be informed as soon the investigation is completed. This process would take 15 working days. In the final viewpoint letter you will be informed of the outcome of the investigation and what will be done to make things right if there has been a mistake.
5. Property Ombudsman Review
If you are still unhappy at this stage, you have the option to take your complaint to the Property Ombudsman within six months of the date of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints process. Further details of the Property Ombudsman are available at tpos.co.uk