Wild Sales & Lettings Limited is committed to the highest standards of service and compliance. However, we acknowledge that sometimes things can go wrong, if they do we are committed to resolve any problems with the minimum of inconvenience.
We have structured our complaints procedure to ensure that any complaints, problems or concerns are dealt with as quickly and efficiently as possible.
OUR COMPLAINTS PROCEDURE
1. MAKING A COMPLAINT
In the first instance, any complaint should be directed in writing via email to firstname.lastname@example.org. Your complaint will be acknowledged within 3 working days. We will conduct a full and comprehensive investigation and a full written response will be sent within 15 days, so please remember to provide your postal address.
2. IF YOU REMAIN DISSATISFIED
If you feel our response is not satisfactory and that the matter remains unresolved you should write to ‘The Director’ explaining why you are not happy with our response. The Director will conduct a review of your complain and provide a final viewpoint in writing within 10 working days.
3. INDEPENDENT REDRESS
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme (www.theprs.co.uk/ContactUs) at the following address:
Property Redress Scheme
4. WHAT HAPPENS NEXT?
You will receive written confirmation from the PRS that your complaint has been received. They will then contact us, enclosing a copy of of your complaint and requesting a statement describing our version of events and what we have done so far to resolve the issue.
The matter will then be referred to a case officer from the PRS who will review the complaint together with our response and they will make a recommendation to the Ombudsman who will make a final decision which is binding upon both parties.