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

f 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 - 217 Lavender Hill
London
SWll SSD
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

f 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, W1J 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