Here at Walker & Wilson Estate Agents, we are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, that you are unable to resolve informally, please put it in writing (letter or email). We will then respond in line with the timescales set out below.

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a detailed copy of our complaints procedure.
• We will then investigate your complaint and provide a formal written response, within 15 working days of the acknowledgement letter, addressing your specific complaints and proposing resolutions where appropriate.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• In the unlikely event that you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk | www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.