Winkworth: Our complaints procedure

Winkworth is a franchise, operated by Winkworth Franchising limited. The following notes are provided for your guidance in the event that you wish to make a complaint against any Winkworth office, all of which are independently owned and operated.

PLEASE NOTE THAT THE COMPLAINTS PROCESS IS A WRITTEN ONE, ENSURING THAT ALL CORRESPONDENCE WITH BOTH PARTIES IS CLEARLY RECORDED.

Notes for the Guidance of Complainants

All Winkworth offices are members of The Ombudsman Service (TOS} and we aim to provide the highest standards of service to all our clients. It is a condition of our membership of the Scheme that all complaints are dealt with through our own internal Complaints Procedure. This provides the opportunity for the complaint to be resolved before the need to refer to the Ombudsman arises.

To ensure that your interests are safeguarded, all complaints are initially dealt with by the office concerned and ultimately by the Franchisor, Winkworth Franchising limited. If your complaint is not resolved to our mutual satisfaction you can approach the TOS, who will provide an independent review and assessment of the complaint.

The Complaints Procedure

STAGE 1

If you have a complaint against a Winkworth office, please provide a written summary of the nature of your complaint and confirm the name of the individual with whom you dealt. Your summary should be address to the franchisee of the office against which you have a complaint. In the case of the office issuing this leaflet, your letter would be addressed to:

Nick Goble

207- 217lavender Hill

London

SW115SD

Email: [email protected]

Your complaint will be acknowledged immediately and you will be given a time-scale within which a formal written response will be sent. The formal written response will inform you of the outcome of the initial investigation and any actions taken or to be taken.

STAGE 2

If you are not satisfied with the initial outcome of the franchisee's investigation, you will be provided with the opportunity to have your complaint reviewed by the Franchisor, Winkworth Franchising limited.

Please provide a copy of your complaint with a covering letter requesting further investigation. Remember to also include copies of all your correspondence with the franchisee and send to:

Complaints Department

Winkworth Franchising limited

11 Berkeley Street

Mayfair

London, WlJ 80S

Email: [email protected]

STAGE 3

If you are dissatisfied with the final findings of the Franchisor Review, you are at liberty to have the matter referred to the TOS, whose contact details are supplied below. You are also entitled to have your complaint referred to the TOS should Winkworth fail to deal with the complaint expeditiously i.e. within three months of the date of written notification to Winkworth.

By referring your complaint to the TOS, it will be reviewed and a final decision provided to you via the TOS.

PLEASE NOTE: Complaints between landlords and tenants are not covered by the procedures outlined above. However, as the agent we would hope to be in a position to assist both Parties to resolve any issues, even though there is no obligation on our part to do so.

Contact details for The Ombudsman Service (TOS}:

The Ombudsman Service

PO Box 1021

Warrington

WA49FE

Telephone: 0330 440 1634

Website: www.ombudsman-services.org