Complaints procedure
If something has gone wrong, we want to put it right.
Wright Marshall is committed to providing a professional service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure follows guidance from The Property Ombudsman (TPO) — the government-approved redress scheme of which we are a member.
Stage 1 — Tell us
Email complaints@wrightmarshall.co.uk or write to the branch manager at the Wright Marshall office you have been dealing with. We will acknowledge your complaint in writing within three working days of receipt.
Stage 2 — Investigation
A senior member of staff, not previously involved in the matter, will fully investigate your complaint and provide a formal written outcome within fifteen working days. If we need longer than fifteen working days we will let you know and keep you informed of progress.
Stage 3 — Final viewpoint
If you remain dissatisfied with the response, please write again to our Operations Director at nick@realbiggroup.co.uk. You will receive a final viewpoint letter within eight weeks of your original complaint.
Stage 4 — The Property Ombudsman
If we cannot agree on how to resolve your complaint, you may then refer the matter — together with our final viewpoint letter — to The Property Ombudsman within twelve months. The Ombudsman's service is free of charge to consumers.
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
Telephone: 01722 333 306
Website:
tpos.co.uk
Other redress
We are also covered by Propertymark's Client Money Protection scheme — see our Client money protection page. Data-protection complaints are handled via our Privacy policy and may be escalated to the Information Commissioner's Office (ICO).