Placeholder — final wording to follow The Property Ombudsman template once confirmed (Site_Spec_open_questions.md #6).

Stage 1 — Tell us

Email complaints@wrightmarshall.co.uk or write to the branch manager at the relevant Wright Marshall office. We aim to acknowledge complaints within one working day.

Stage 2 — Investigation

A senior member of staff will investigate and respond within 15 working days.

Stage 3 — Final response

If we cannot resolve the complaint internally, you will receive a final viewpoint letter within eight weeks of the original complaint.

Stage 4 — The Property Ombudsman

If you remain unsatisfied, you may refer your complaint to The Property Ombudsman (TPO) within 12 months of the final viewpoint letter: tpos.co.uk.