Complaints Procedure 

Wilson Tominey Ltd takes any complaint extremely seriously, as a company we pride ourselves with our customer service. Albeit how seldom, we understand that as people mistakes can be made and it is our responsibility to learn from these to progress as individuals and as a company.

Stage 1

In the event of a complaint and you feel this can be satisfied, acknowledged and lessons learnt; please contact the manager of the office by phone, please contact the manager of the office by phone or we can arrange a private meeting. if not satisfied or you feel like the complaint then put your complaint in writing via email or by post. The email address for the sales manager Jada Fox is jf@wilsontominey.co.uk and the email address for the lettings manager Richard Samuel is rs@wilsontominey.co.uk, the postal address is 15 Westham Road, Weymouth, Dorset, DT4 8NS. Please note that all complaints will be recorded in compliance with the Property Ombudsman, If you would like to appoint a representative at this point please state this in the complaint with the relevant contact details attached. We will endeavour to acknowledge the complaint within 3 working days of receipt, opening an investigation immediately. A written response with the outcome of the investigation will be sent to the complainant with 15 working days, unless exceptional circumstances in which case the complainant will be updated.

Stage 2

If you are left unsatisfied with the outcome of your complaint, please put this in writing to one of the directors of Wilson Tominey Ltd. Once again this can be done by email or by post. The email address for Robert Wilson is rw@wilsontominey.co.uk and the email address for David Tominey is dt@wilsontominey.co.uk, again the postal address is 15 Westham Road, Weymouth, Dorset, DT4 8NS. Please note that all complaints will be recorded in compliance with the Property Ombudsman, If you would like to appoint a representative at this point please state this in the complaint with the relevant contact details attached. We will endeavour to acknowledge this complaint within 3 working days of receipt, opening an investigation immediately. A written response with the outcome of the investigation will be sent to the complainant with 15 working days, unless exceptional circumstances in which case the complainant will be updated.

Stage 3

Finally if you are still left unsatisfied with the outcome of the complaint, after speaking to both the manager and the director of Wilson Tominey Ltd, we then recommend that you register your complaint with the TPO (The Property Ombudsman). This is also done through email or post, the email address is admin@tpos.co.uk and the postal address is Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Please note that the TPO will require you to send the original complaint, with copies of the response letters and the agents viewpoint in order to process the review, unless it has taken Wilson Tominey Ltd more than 8 weeks to reply to the original complaint. The TPO will then make their own findings and inform you and Wilson Tominey Ltd of their decision.

Wilson Tominey Ltd is a Full Member of The Property Ombudsman (TPO) and commits to TPO Codes of Practice. The Ombudsman is able to consider complaints in relation to residential sales, lettings and buying services, commercial sales and lettings, international sales and lettings and chattels auctions.