Complaints Procedure

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Willow and Stone Properties – Complaints Procedure

At Willow and Stone, we are committed to providing a high standard of service to all our clients. We understand that sometimes things may go wrong, and when they do, we take complaints seriously and aim to resolve them promptly, fairly, and effectively.

1. Making a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. In the first instance, we encourage you to raise your concern directly with the member of staff you have been dealing with, as they may be able to resolve the issue swiftly.

If the issue remains unresolved or you wish to make a formal complaint, please submit your complaint in writing to:

Ross Dykes
Managing Director
Willow and Stone Properties
Orion House, Barn Hill, Stamford PE9 2AE

[email protected]
01780 431218

Please include:

  • Your full name and contact details
  • The nature of your complaint
  • The date(s) of the incident(s)
  • Names of any staff members involved
  • Any relevant documents or correspondence

2. What Happens Next

  • We will acknowledge receipt of your complaint within 3 working days.
  • Your complaint will be fully investigated by the Managing Director, Ross Dykes.
  • We aim to provide a full response within 15 working days. If we require more time to investigate, we will keep you informed of the delay and provide an estimated response time.
  • We will send you a final written response which will set out our findings and any actions we propose to resolve the complaint.

3. If You Are Still Dissatisfied

If you are not satisfied with the outcome of your complaint after receiving our final response, or if eight weeks have passed since you initially raised your complaint and it has not been resolved, you may refer your complaint to our independent redress scheme:

The Property Redress Scheme
Premiere House
1st Floor, Elstree Way
Borehamwood
WD6 1JH

Website: www.theprs.co.uk
Email: [email protected]
Telephone: 0333 321 9418

The Property Redress Scheme provides a free, impartial, and independent service for consumers.