Northwood is very proud of our customer service and good reputation, and receive very few complaints, but we
accept that sometimes things can go wrong and you might wish to complain.

Northwood is a member of The Property Ombudsman Service (TPOS) and therefore strives to provide a high level of service to all our customers, we have a complaints procedure in place with the aim that any issues that do arise can
be dealt with as quickly as possible and we hope that most complaints can be resolved without the need to take it
to TPOS.

All complaints should be firstly presented to the individual you have been dealing with in the relevant office
(Lettings/Sales/Property Mangement/Accounts), we would hope that this person should be able to resolve your
issue at this stage, however if you are not satisfied with their response you should put your complaint in writing to
the Director: Stuart Williams

Your complaint will be acknowledged within 2 working days of receipt and investigated further. A full response
from the director setting out her findings in writing and details of how she believes your complaint can be
resolved will be received within 7 working days.

If on receipt of this response you are not satisfied, please respond to the Director, who will review your complaint
once again and give a ‘Full and Final’ response within 7 days.

If the ‘Full and Final’ response should still not be satisfactory to you then you are able to contact The Property
Ombudsman (TPOS). TPOS will not consider any complaint that hasn’t been completely through our internal
complaint procedure as outlined above. They will then review your complaint. Details of how to do this are
contained within ‘The Property Ombudsman Consumer Guide’ available in our branch at 5 London Road or
online at www.tpos.co.uk