We would hope that most problems could be resolved by simply getting in touch with
us. If however you are not satisfied that the problem has been resolved or handled
to your satisfaction, you may wish to make a formal complaint.
WTG have a written complaints procedure for handling complaints speedily and fairly.
If you wish to make a complaint, it will be handled as follows:
- The complaint will be acknowledged within 5 working days of receipt; you will be
given a unique reference number and be advised of the action we intend to take;
or be advised that our investigation into your complaint will take longer than anticipated.
- A complaint will normally be dealt with fully within 4 weeks of its receipt. If
there are valid reasons for the consideration taking longer, you will be kept fully
informed in writing or via the telephone or email as you prefer; and receive a response
at the very latest within 8 weeks.
- We will also liaise with counselling organisations acting on your behalf, if you
ask us to and send you a final decision on the complaint in writing
- If you are not satisfied with our final decision, you may refer the complaint to
the Independent Property Codes Adjudication Scheme (IPCAS) please find their details
below. We will co-operate fully with the independent adjudicator during the consideration
of a complaint by the IPCAS and comply with any decision.
Complaints should be sent in the first instance to:
Customer Services
WTG commercial Ltd
1 Elmfield Park, Elmfield Road, Bromley Kent, BR1 1LU
Phone: 0208 313 7870
E-mail: complaints@wtgassociates.com
PCAS can be contacted at:
IDRS Ltd
24 Angel Gate, City Road, London EC1V 2PT
Phone: 020 7520 3800
Fax: 020 8313 6553