Complaints Procedure

At Waterbridge Estates, we endeavour to provide the highest levels of service. We do however recognise that on occasion things do not go according to plan. In such instances, Waterbridge Estates operates an internal complaints procedure.

In the first instance, please contact the manager of the office or department concerned. If you are unable to resolve the matter with the branch/department manager and wish to escalate your complaint, please send a summary of your complaint by email [email protected] or write to:

Waterbridge Estates Customer Services
Suite 3, 12 Portman Close
Marylebone
London
W1H 6BR

We will acknowledge receipt of your written complaint within 3 working days and tell you who will be investigating your complaint.

Within a further 15 working days the relevant person will write to you to inform you of the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint you will be notified in writing with a revised timescale.

If you remain dissatisfied (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
01722 333306
[email protected]
www.tpos.co.uk

Please note that The Property Ombudsman will only review complaints made by consumers of Waterbridge Estates Residential Sales and Lettings services made within 12 months from the date of our final viewpoint.