1. Making a complaint
Each office is independently owned or operated and has a local director who will be in part in whole, an owner of this branch. In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will conduct a full thorough investigation and a full written will be sent within 15 working days.
2. If you remain dissatisfied
If you feel the matter remains unresolved you should write to the Director at the relevant Northwood office explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give you a final viewpoint in writing within 10 working days.
3. Independent redress
In the unlikely event that you are still dissatisfied then you
may refer the matter to the Property Ombudsman at the
The Property Ombudsman at
following address: Milford House
43-55 Milford Street
Salisbury
SP1 2BP
4. What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaint form, and request their file and a statement describing their version of events.
The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.