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Complaints Procedure

 

Wards Property Management are committed to providing you with services and products to the highest of standards.

 

We try our best to make sure you are more than satisfied with our service, however If you feel that we have not lived up to your expectations in any way, we would like to hear from you so that we can investigate and try to correct the matters, this will also help us to improve our services in the future.

 

Stage One - Office Staff

If you have a complaint or query please always contact the office on 01782 848700 or email office@wardsproperty.co.uk. Any member of office staff can be approached and will be happy to try to help. If, however you feel that your complaint has not been resolved to your satisfaction then please continue to stage two.

 

Stage Two - Office Manager

Complaints should be directed to the Office Manager which is Kim Neat, this can be emailed directly to kim@wardsproperty.co.uk or by post addressed to Kim Neat, Wards Property Management Ltd, 129 -131 Church Street, Stoke on Trent, Staffordshire, ST4 1DB. Please quote the property address the complaint relates to. In the first instance please give full details in writing, setting out the issues. She will endeavour to resolve your complaint as soon as possible.

 

Your complaint will be acknowledged within 3 working days of being received. The Office Manager will make contact with you to discuss the matter further prior to launching a full investigation. Upon completion of that investigation, you will be advised of the outcome in writing.

 

Stage Three - Managing Director

If after receiving the response in Stage Two, you feel that your complaint still remains unresolved you may ask the Managing Director, Justin Ward to audit the complaint, you can email directly to justin@wardsproperty.co.uk or by post addressed to Justin Ward, Wards Property Management Ltd, 129 -131 Church Street, Stoke on Trent, Staffordshire, ST4 1DB. He will conduct a separate review of your complaint. You will receive an acknowledgement within 3 working days and a final response letter within 15 working days of your complaint being received.

 

Stage Four – The Property Ombudsman

Following Stage Three, should the matter still not be resolved to your satisfaction you can then refer it to the Property Ombudsman Service (TPOS). The steps outlined above should be completed in full before proceeding through this route. Please note that any referral must be undertaken within 12 months of receipt of your written complaint. The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaint’s procedure has been exhausted.

 

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

 

Please note that any referral to The Property Ombudsman must be undertaken within 12 months of the written complaint.