At R Whitley & Co we aim to provide the highest standard of service to all our Clients. If you are dissatisfied with a service we have provided, we take your concerns very seriously. It is therefore important to us that our process for handling your concerns is clear and transparent. To ensure that your interests are safeguarded, a Complaints Handling Procedure has been introduced in accordance with The Property Ombudsman Code of Practice. This provides for the matter to be dealt with internally and in the event we are unable to deal with the matter to your satisfaction by reference to The Property Ombudsman. Our procedure is as follows:

1. If you have initially made your complaint orally (whether face-to-face or over the phone) please also put your complaint in writing to us. This is to ensure that we fully understand exactly what your complaint is and have a written record of it. Your complaint should be addressed in the first instance to Rich Whitley (who is the Managing Partner) and this can either be sent by post to our address which is R Whitley & Co, Estate House, 40 Station Road, West Drayton, Middlesex UB7 7DA or by e-mail to [email protected] .
2. If the complaint is against Rich Whitley or he has been involved in the transaction then he will refer it to one of the other partners not involved for their attention.
3. We will also deal with your properly appointed representative if you so wish.
4. Your written complaint will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken.
5. A formal written outcome of your investigation will be sent to you within 15 working days of receipt of the original complaint. In exceptional cases, where the timescale needs to be extended beyond this limit, you will be kept fully informed, and an explanation will be provided.
6. If you are happy with the outcome of our investigation into your complaint, the matter will conclude.
7. However if you remain dissatisfied with the outcome of our investigation you can further pursue your complaint with us. Your complaint will be passed to another member of staff not directly involved in the transaction for a speedy, separated and detached review of your complaint.
8. Following the conclusion of our investigation a written statement of our final view will be sent to you within 15 working days.
9. If you are happy with the outcome of our investigation into your complaint, the matter will conclude.
10. If you still remain dissatisfied then the matter can be referred on to The Property Ombudsman within 12 months of us issuing our final view. The Property Ombudsman can be contacted as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Tel: 01722 333306

Website: www.tpos.co.uk/