We are committed to providing a professional service to all our clients and customers. When something goes wrong, please tell us about it. This will help us to improve our standards.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or who do not speak English as a first language.

Responsibilities

All Staff are responsible for receiving complaints, treating them seriously, and directing them to the Complaints Manager where necessary.

The Complaints Manager is responsible for ensuring that all complaints are investigated thoroughly and responded to promptly. The Complaints Manager’s contact details are as follows:

Name: Kelly Woolford
Telephone: 01204 773 556
Email: Kelly.woolford@wainwrightshomes.com

How to make a complaint

Stage One: Informal Resolution

If you are dissatisfied with some aspect of our service, we encourage you to discuss this first with the individual concerned. If you are uncomfortable with this or do not feel the issue has been resolved satisfactorily, please contact our Complaints Manager.

Stage Two: Formal Complaint

If your complaint is not resolved at stage one, you may request that the complaint be considered formally. Please put your complaint in writing to the Complaints Manager stating your problem and the remedy you seek.

We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it.

A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint, enclosing a copy of this procedure.

Stage Three: Escalation

If you are still not satisfied with our final viewpoint (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.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
admin@tpos.co.uk
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

Contact Information:

Telephone: 01204 773 556
Email: homes@wainwrightshomes.com
Website: wainwrightshomes.com

331 Holcombe Road, Greenmount
Bury, BL8 4BB

Company No: 10838650
VAT Registration Number: 414793779