Wilson Estate Agents – Complaints Procedure

At Wilson Estate Agents, we are committed to providing a high standard of service to all our clients. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

Stage 1: Informal Complaint

If you have a concern, we recommend raising it informally with the staff member you have been dealing with. Many issues can be resolved quickly and amicably at this stage. You can do this by:

  • Calling us on 01246 822 138

  • Emailing us at enquiries@wilsonestateagents.co.uk

  • Visiting our office in person

If you are not satisfied with the response or wish to escalate your complaint, please proceed to Stage 2.

Stage 2: Formal Complaint

If your concern has not been resolved informally, you can submit a formal complaint in writing. Please include:

  • Your name and contact details

  • A clear description of your complaint

  • Any supporting evidence or relevant correspondence

  • How you would like us to resolve the issue

Send your complaint to: Jack Wilson, Director
Wilson Estate Agents
24 Market Place
Bolsover
S44 6PN
Email: jack@wilsonestateagents.co.uk

We will acknowledge receipt of your complaint within 3 working days and aim to provide a full response within 15 working days. If more time is required, we will inform you of the reason for the delay and provide a revised timeframe.

Stage 3: Independent Redress Scheme

If you remain dissatisfied after completing our internal complaints procedure, you may escalate your complaint to our independent redress scheme:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Phone: 01722 333306
Website: www.tpos.co.uk

The Property Ombudsman offers a free, impartial service and will review your complaint independently. Complaints must be submitted within 12 months of our final response.

Further Information

  • We treat all complaints with confidentiality and fairness.

  • No fees will be charged for handling complaints.

  • We will keep records of all complaints and use feedback to improve our service.

If you have any questions about our complaints procedure, please don’t hesitate to contact us.

Wilson Estate Agents – Committed to Excellent Service