We would much rather hear about a problem than not. Most things are fixed with a phone call; this is what happens if they are not.
Stage one — the office
Tell whoever you have been dealing with, or their manager. If you would rather put it in writing, email hello@wellandandrook.co.uk or write to the Stamford office. We acknowledge in writing within three working days and give you a full written response within fifteen working days.
Stage two — a director
If our first response does not resolve it, write to Anna Welland or Tom Rook at 14 St Mary’s Street, Stamford, Lincolnshire PE9 2DF. A director who has not been involved will review the file and send you a final viewpoint letter within fifteen working days.
Stage three — The Property Ombudsman
If you are still not satisfied, or if eight weeks have passed since you first complained, you can refer the matter to The Property Ombudsman. It costs you nothing and their decision binds us but not you.
The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP · 01722 333306 · tpos.co.uk
You must refer the complaint to them within twelve months of our final viewpoint letter, and you must have completed our own procedure first. Our membership number is D08841.
Client money
If your complaint concerns client money, it may also be raised with Propertymark, through whom our Client Money Protection is held. Our certificate is displayed in both offices and available on request.