The Word On The Street Complaints Procedure was created to ensure…
- That all complaints received are thoroughly investigated
- That the complainant is aware of how we will deal with their complaint and by whom
- That we have a process to help us to improve our standards should something go wrong
Please find below an overview of our Complaints Procedure. However, please do not hesitate to contact us if you wish to receive a copy of the Complaints Procedure that will be followed whilst we investigate your complaint.
Stage 1
If a complaint has not been satisfactorily resolved by the person the complainant was dealing with, the matter can be brought to the attention of the Complaints Officer in the form of an email or letter to the addresses below:
Email:
[email protected]
By post at: Complaints Officer, 2 Highmead Street, Manchester, M18 8PJ
The Complaints Officer will acknowledge your complaint within 3 working days of receiving the complaint.
Stage 2
The Complaints Officer will investigate the complaint and will provide a formal written response within 10 working days of receiving the complaint. Please note, this process may involve some telephone communication to ensure the best outcome is achieved.
If you are still not satisfied after receipt of our final response (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Property Redress Scheme without charge.
You will need to submit your complaint to the Property Redress Scheme within 12 months of receiving our final response letter, including any evidence to support your case.
Here at Word On The Street, we do our upmost to deliver impeccable service to all customers in every situation; however, we aren’t robots and from time to time things don’t always go according to plan.
If we have fallen short of your expectations and you'd like to make a complaint, then we are genuinely sorry about this and are keen to listen to you, to try to resolve any problems as quickly and efficiently as we can.