Complaints Procedure

Oak & Stone aims to provide a consistently high standard of service to every client. We recognise, however, that occasionally things can go wrong, and when they do we want to hear about it, put matters right where we can, and learn from what has happened. This procedure explains how to raise a complaint and what you can expect from us.

In the first instance, please raise your concern with the member of staff you have been dealing with, who will often be able to resolve the matter straight away. If you would prefer, or if the matter is not resolved to your satisfaction, please put your complaint in writing to the Office Manager at 14 Market Square, Wexbridge, WX1 2AD, or by email to [email protected], including as much detail as you can.

We will acknowledge your written complaint within three working days of receipt. Your complaint will then be investigated by a senior member of the firm who has not been directly involved in the matter, and we will send you a formal written outcome of that investigation within fifteen working days. If we need longer - for example because key information is awaited - we will write to explain why and tell you when you can expect our response.

If you remain dissatisfied with our final written response, you may ask for your complaint to be reviewed by a director of the firm, who will provide a final viewpoint letter within fifteen working days of your request. This letter will represent our last word on the matter internally and will confirm your right to take the complaint further.

Oak & Stone is a member of The Property Ombudsman, an independent redress scheme. If you are not satisfied with our final viewpoint letter, or if more than eight weeks have passed since you first raised your complaint with us, you may refer the matter to The Property Ombudsman free of charge. Referrals must normally be made within twelve months of our final viewpoint letter. We are bound by the Ombudsman's Code of Practice and will cooperate fully with any review.