{"id":1307,"date":"2024-05-24T18:20:02","date_gmt":"2024-05-24T17:20:02","guid":{"rendered":"https:\/\/northwood1dev.wpenginepowered.com\/complaints-procedure-2\/"},"modified":"2026-04-29T13:27:19","modified_gmt":"2026-04-29T12:27:19","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.northwooduk.com\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1307\" class=\"elementor elementor-1307\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-981f456 e-flex e-con-boxed e-con e-parent\" data-id=\"981f456\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ec299f9 e-flex e-con-boxed e-con e-parent\" data-id=\"ec299f9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-87a742e e-con-full e-flex e-con e-child\" data-id=\"87a742e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ca5370b elementor-widget elementor-widget-heading\" data-id=\"ca5370b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Our Process for Handling Complaints<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-958c9f6 e-flex e-con-boxed e-con e-parent\" data-id=\"958c9f6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d70f62e elementor-widget elementor-widget-text-editor\" data-id=\"d70f62e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"text-content-wrapper\"><div>Northwood is committed to the highest standards of service and compliance. Each of our offices is bound by the Property Ombudsman\u2019s Code of Practice.<\/div><div>\u00a0<\/div><div>We understand that sometimes things can go wrong and if they do we are committed to resolving problems with the minimum of inconvenience.<\/div><div>\u00a0<\/div><div>Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at\u00a0<a href=\"mailto:customerservice@northwooduk.com\" target=\"_blank\" rel=\"noopener\">customerservice@northwooduk.com<\/a>\u00a0. Whilst we cannot deal directly with your complaint, we are here to help.<\/div><div>\u00a0<\/div><div>We have a standard procedure for handling complaints which is as follows:<\/div><h2>1. Making a complaint<\/h2><div>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 should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days.<\/div><h2>2. If you remain dissatisfied<\/h2><div>If you feel the matter remains unresolved you should write to the Director at the relevant Northwood office explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.<\/div><\/div><div>\u00a0<\/div><div>If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then you can take the matter up with the Property Ombudsman.<\/div><div class=\"text-content-wrapper\"><h2>3. Independent redress<\/h2><div><p>In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:<\/p><p>The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.<\/p><p>The Property Ombudsman<\/p><\/div><div>\u00a0<\/div><div>Tel No: <a href=\"tel:01722333306\" target=\"_blank\" rel=\"noopener\">01722 333 306<\/a><\/div><div>\u00a0<\/div><div>Email:\u00a0<a href=\"mailto:admin@tpos.co.uk\" target=\"_blank\" rel=\"noopener\">admin@tpos.co.uk<\/a><\/div><div><p>Website:\u00a0<a href=\"https:\/\/www.tpos.co.uk\/\" target=\"_blank\" rel=\"noopener\">www.tpos.co.uk<\/a><\/p><p>Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.<\/p><\/div><h2>4. What next?<\/h2><p>You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.<\/p><p>The complaint will be reviewed by the Property Ombudsman\u2019s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.<\/p><p>If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.<\/p><p>For Scottish Offices please contact the office directly to request a copy of their individual complaints procedure.<\/p><h2>5. More Information<\/h2><p>If the office is a member of Propertymark you can also raise your complaint with them. Further information on this process can be found here <a href=\"https:\/\/www.propertymark.co.uk\/professional-standards\/complaints.html?_gl=1*ovfk1p*_up*MQ..*_ga*MTYxNDA4MjI4Ny4xNzE3NTE2NDQy*_ga_4TG72XSVR7*MTcxNzUxNjQ0MS4xLjAuMTcxNzUxNjQ0MS4wLjAuMA..\" target=\"_blank\" rel=\"noopener\">Make a complaint about a Propertymark member | Propertymark<\/a><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-16234c5 e-flex e-con-boxed e-con e-parent\" data-id=\"16234c5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-05db9e5 e-con-full e-flex e-con e-child\" data-id=\"05db9e5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-c197a8b e-con-full e-flex e-con e-child\" data-id=\"c197a8b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b55464 elementor-widget elementor-widget-heading\" data-id=\"0b55464\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">90+<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8bd7b7 elementor-widget elementor-widget-heading\" data-id=\"a8bd7b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Offices around the UK<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fb87bc6 e-con-full e-flex e-con e-child\" data-id=\"fb87bc6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9a7ca23 elementor-widget elementor-widget-heading\" data-id=\"9a7ca23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Find your <span class=\"text-accent\">local<\/span> expert<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23ff9fc elementor-widget elementor-widget-heading\" data-id=\"23ff9fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">With over 90 offices around the UK, our property experts are always nearby when you need a hand. Search your town or postcode to locate your nearest office.<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3f5f2e elementor-widget elementor-widget-button\" data-id=\"e3f5f2e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"\/estate-agents-and-letting-agents\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View our offices<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Our Process for Handling Complaints Northwood is committed to the highest standards of service and compliance. Each of our offices is bound by the Property Ombudsman\u2019s Code of Practice.\u00a0We understand that sometimes things can go wrong and if they do we are committed to resolving problems with the minimum of inconvenience.\u00a0Our complaints procedure has been [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":3414,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1307","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Procedure | Northwood UK<\/title>\n<meta name=\"description\" content=\"Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. 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