Need to make a complaint?
Here's how.
We are committed to providing a professional service to all our clients and customers. If something goes wrong, we need you to tell us about it. This will help us improve our standards.
Stage 1 – Initial Complaint
Please submit your complaint in writing, including as much detail as possible, by email or post to:
Westways Estate Agents
20 Great Western Road,
London W9 3NN
[email protected]
We will send you written acknowledgement of your complaint within three working days of receiving it, along with a copy of this complaints procedure.
Your complaint will then be investigated by the Office Manager, who will review your file and speak to the member of staff involved. We will send you a formal written response within 15 working days of our acknowledgement letter.
Stage 2 – Final Review
If you remain dissatisfied, you should contact us again and we will arrange for a separate review to be carried out by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our Final Viewpoint Letter on the matter.
The Property Ombudsman
If you remain dissatisfied after receiving our Final Viewpoint Letter, you may refer your complaint to:
The Property Ombudsman Ltd
Unit 159756,
PO Box 7169,
Poole,
BH15 9EL
You must refer your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.
