Our Complaints Policy
At Wallacea Living we actively encourage and welcome feedback of all types. We, of course aim to provide a high level of service and wish to ensure every interaction between us and our visitors or customers is a positive one. As with most things in life, occasionally something may go wrong, or we may not get something quite right. In those scenarios, it’s important that we do all we can to put it right.
Therefore, if you feel you have been dissatisfied with any of our services or actions, or any of those provided by any representative of ours, please do get in touch. We will not treat you any differently if you make a complaint.
In order to address your complaint, or recommendation of improvement efficiently, we have a tiered approach to ensure the relevant people have the opportunity to address your complaint in a timely manner.
First Stage
- Please address your complaint, either by phone, face to face, by post or email, to the Head of Sales (all contact details can be found at the bottom of this policy).
- The Head of Sales will acknowledge the complaint within 3 working days.
- A formal response will be made to you in writing within 10 working days.
Should you be unsatisfied with the response you receive from the Head of Sales, please let us know and we will escalate your complaint internally to the Sales and Marketing Director at the Second Stage.
Second Stage
- The Sales and Marketing Director will acknowledge your complaint within 3 working days.
- A full and final response will be made to you within 10 working days.
If you are unhappy with our final decision, you can refer your complaint to the Property Ombudsman Service (contact details below). You should usually refer an unresolved complaint to the Ombudsman within 12 months. We will cooperate fully with the Ombudsman during any investigation and comply fully with the Ombudsman’s final decision, which will be binding on us.
At any stage during the above process, you may wish to be represented by a third party such as a family member or close friend. Be assured, we will treat any intermediary in exactly the same way in order that you obtain a satisfactory resolution.
We may suggest a phone call or face-to-face meeting to try and expedite a resolution at any stage of the process above. There is no obligation for you to do this, but it may help speed up the process and ensure a swift, satisfactory conclusion.
If at any stage we need more time to investigate and respond to your complaint effectively, we will explain why and agree a new response deadline with you.
Contacts
Wallacea Living
2 Newcastle Place
London W2 1AX
Property Ombudsman Service (sales and property matters)
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Local Government and Social Care Ombudsman (care matters)
0300 061 0614
