In-House Complaints Procedure

FarleyWood Limited is committed to providing a professional, fair and personal service to all our clients and customers. If something goes wrong, we want to know so that we can investigate the matter properly, put things right where appropriate and improve our service.

How to make a complaint
You may raise a complaint verbally or in writing. We will record all complaints when they are received. To help us investigate fully, we recommend that formal complaints are made in writing and include as much relevant detail as possible, including the property address (where applicable), what happened, when it happened and how you would like the matter to be resolved.

Please send written complaints to:
Victoria Killick, Managing Director
FarleyWood Limited
178 Blagdon Road, New Malden, KT3 4AL
Email: victoria@farleywood.com
Telephone: 07487 839409

We will also deal with a properly appointed representative acting on your behalf.

What happens next?
• Acknowledgement: We will acknowledge a written complaint in writing within 3 working days of receipt and provide a copy of this procedure.
• Investigation: A proper investigation will be undertaken promptly. The complaint will normally be handled by Victoria Killick, Managing Director, provided she was not directly involved in the matter complained about. Where possible, the complaint will be handled by a senior person or designated complaint handler who was not directly involved in the transaction.
• Written outcome: We will send you a formal written outcome of our investigation within 15 working days of receiving your original complaint. If, exceptionally, we need longer, we will keep you informed and explain the reason for the delay.
• Review: If you remain dissatisfied, please tell us. We will arrange a speedy, separate and detached review by a person who was not directly involved in the transaction or the original investigation, where possible. We will send you the outcome of that review within 15 working days of receiving your request.
• Final viewpoint: At the conclusion of our internal complaints procedure, we will send you our final viewpoint in writing, including details of any offer made and information about how you may refer the matter to The Property Ombudsman.

Referral to The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman (TPO) for an independent review. TPO’s service is free to consumers. You may also be able to refer the complaint if more than 8 weeks have passed since you first complained and you have not received a final response.