Complaint Handling Procedure

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.

Making an initial complaint
Each branch 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 Director. He or she has an honest and sincere desire to resolve your complaint as soon as possible.

Making a formal complaint
If for whatever reason you remain dissatisfied then you should:

• E-mail us at sales@northwoodfranchises.co.uk or
• Write to us:
           FAO The Complaints Officer, Northwood GB Limited, 1 Bellevue Road, Southampton SO15 2AW

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

We will acknowledge the receipt of this written complaint within 3 working days.

Resolving your complaint
The Complaints Officer will provide an independent review and will 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 Ombudsman for Estate Agents within six months of the date of the final viewpoint letter.

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

Further details of the Ombudsman for Estate Agents are available at www.oea.co.uk.