Tell us when
something is wrong.

How to make a complaint.

Complaints about residential sales or lettings, property management, commercial sales or lettings can be made without charge. Please provide as much detail as possible, including the property, relevant dates, people involved, the outcome you are seeking and any supporting evidence.

Stage 1 — investigation.

We will acknowledge a written complaint within three working days. A designated complaint handler will review the available records, speak to the relevant people and provide a formal written outcome within 15 working days of receiving the complaint.

If an exceptional issue means more time is needed, we will explain why and keep you informed.

Stage 2 — separate review.

If you remain dissatisfied, ask for a Director review in writing. A senior person not directly involved in the original handling will review the complaint and provide Woodhouse's final viewpoint within 15 working days of receiving the escalation.

Independent redress.

If you remain dissatisfied after the final viewpoint, or the complaint has not been resolved within eight weeks, you may refer it to The Property Ombudsman without charge. You should first raise the complaint with Woodhouse within 12 months of the incident or becoming aware of it, and refer it to TPO within 12 months of our final viewpoint. Include your complaint correspondence and supporting evidence. TPO decides whether a complaint falls within its rules.

If you have had no response, follow up after 15 working days. If there is still no response after a further five working days, TPO says you can refer the complaint without waiting eight weeks.

Accessibility and representatives.

We will make reasonable adjustments where appropriate and can deal with a properly authorised representative. If writing is difficult, contact the office and we will help record the complaint fairly.