Our complaints procedure

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

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

Send your complaint to: Julie Lawry, Director, Wixenford, The Oaks, Roundabout Lane, Winnersh, Berkshire, RG41 5AE. julie@wixenford.com

What will happen next?

We will send you an email/letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. We will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to the Property Redress Scheme your must first have carried out the following;

You have waited 8 weeks from the date of your written complaint to us for a response; and it is still within one year from the last communication with you regarding this complaint.

The Property Redress Scheme is a government approved redress scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Members internal complaints procedure and remain dissatisfied with the Members response. The Property Redress Scheme is free to use for complainants and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint please contact the Property Redress Scheme directly or alternatively visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows;


Email: complaints@theprs.co.uk

By Post:

The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way