Wingetts LTD welcomes feedback from our customers, it is our policy to resolve complaints quickly and fairly.  If you have a complaint about our services, our customer service, our staff or any aspect of your experience with us, we would like to hear from you. 

In particular, the aims of our complaints policy are as follows:

• To provide a clear and fair procedure for any customers who wish to make a complaint
• To ensure that everyone working for or with Wingetts LTD knows how to handle complaints made by our customers
• To ensure that all complaints are handled equally and in a fair and timely fashion
• To ensure that important information is gathered from complaints and used in the future to avoid such a situation arising again

Wingetts LTD operates two-stage complaints handling procedure.  Our aim is to always resolve complaints to your satisfaction at level one, if you are not satisfied at the end of level one however, you may escalate your complaint to level two.  If you are still not satisfied at the end of level two, complaints may progress to our redress scheme.

If you wish to make a formal complaint, please provide a written summary in the first instance to the Director appointed to deal with complaints, namely Emma Hayward of 29 Holt Street, Wrexham, LL13 8DH - telephone 01978 353553 e-mail emma@wingetts.co.uk   Once received the complaint will be recorded and acknowledged within 3 working days and will then be investigated.

If your complaint relates to a specific member of staff, that person will be informed of your complaint and given a fair and reasonable opportunity to respond.  Any communication between you and the staff member in question should take place only via the complaint handler and we respectfully ask that you do not contact the staff member in question directly concerning the complaint while we are working to resolve it.

If we require any further information or evidence from you, we will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.

We aim to resolve level one complaints within 15 working days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

At the conclusion of the level one complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  You will also be reminded of your right to appeal our decision and escalate the complaint to level two in the form of an appeal.

If you are not satisfied with the initial response to your complaint and would like to appeal and escalate your complaint to level two, please address matters to Leigh Hayward MRICS, 29 Holt Street, Wrexham, LL13 8DH – telephone 01978 353553 e-mail leigh@wingetts.co.uk who will personally conduct a separate review of the complaint.  Receipt of Appeals will be acknowledged in writing within 3 working days. 

If your Complaint relates to a specific member of staff, that person will be informed of your appeal and given a further opportunity to respond.  Any communication between you and the staff member in question should take place only via the appeal handler and we respectfully ask that you do not contact the staff member in question directly concerning the Complaint while we are working to resolve it.

If we require any further information or evidence from you, the appeal handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

We aim to resolve level two complaints within 15 working days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

At the conclusion of the level two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  Our decision at this stage is final, subject to your right to seek external resolution of your complaint

If seeking external assistance, you can take your complaint to an independent redress provider.  Wingetts Ltd is a member of The Property Ombudsman Redress Scheme, registration No2768. The contact details for The Property Ombudsman are as follows:
The Property Ombudsman                         
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk 

Please note that if referring your complaint to the Ombudsman, this must be done within 12 months of receiving your final response from ourselves and that it is preferable to refer your complaint to them as soon as possible. 

If your complaint is in relation to our Auction Department and is still not satisfied after level two, you may need to take advice from the citizens advice bureau or other independent body.  Please contact Citizens Advice consumer helpline on 0845 4040 0506.

Confidentiality and Data Protection

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.