Northwood aims to run a high calibre lettings and estate agency business.

Whilst we do our best to operate in a professional way and to the highest standards, it is possible that you may be unhappy about how we have dealt with a particular situation.

We have a standard procedure for handling complaints which is as follows:-



Making an initial complaint



Each office is independently owned and operated and has a local Director who will be, in part or in whole, an owner of the branch. In the first instance your complaint must be directed in writing to the local Director. He or she has an honest and sincere desire to resolve your complaint as soon as possible and should respond within ten working days.



Making a formal complaint



If for whatever reason you remain dissatisfied then you should:


Write to us:


FAO The Complaints Officer

Northwood GB Limited

The Main Barn

Cams Hall Estate

Fareham

PO16 8UT



or E-mail us at


customerservice@northwooduk.com


Please provide full written details of your complaint and copies of any supporting evidence.


The Complaints Officer, who will provide an independent review of the complaint, will investigate your complaint.



Receiving your complaint



We will acknowledge the receipt of this written complaint within three working days and explain our process for resolving it.



Resolving your complaint



We will then investigate your written complaint as soon as possible and write to you as soon as we have completed our investigation. This process should take approximately 21 days.

In our letter (the final viewpoint letter) we will explain:

• The outcome of our investigation.

• What we will do to put things right if we have made a mistake.



Ombudsman Review



If you are still unhappy at this stage, you have the option to take your complaint to the Property Ombudsman within six months of the date of the final viewpoint letter.


The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints process.


Further details of the Property Ombudsman are available at www.tpos.co.uk