Complaints Procedure
Wright Lee Ltd, trading as Wright Lee Estates, is committed to providing a professional, transparent and responsive service. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate and, where appropriate, put matters right.
How to make a complaint
Please submit your complaint in writing using one of the following methods:
Email: matthew@wrightlee.co.uk
Post:
Complaints Manager
Wright Lee Estates
21 Leigh Close
Tottington, Bury,
Lancashire,
BL8 4HL
Please provide:
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Your name and contact details
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The relevant property address
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Details of your complaint, including key dates
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Copies of any relevant correspondence or evidence
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The outcome you would like us to consider
If you need assistance making a complaint, please contact us. We will make reasonable adjustments where required.
What happens next?
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Acknowledgement
We will acknowledge your complaint within three working days and confirm who will be handling it.
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Investigation
Your complaint will be investigated fully and objectively. We will review the relevant records, correspondence and circumstances surrounding your complaint.
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Written response
We aim to provide our written response within 15 working days of acknowledging your complaint. Our response will explain our findings and any action or remedy we propose.
If the investigation requires additional time, we will explain the reason for the delay and provide a revised response date.
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Final internal review
If you remain dissatisfied, please contact us again and explain why you disagree with our response.
A separate review will be undertaken by the Director or another suitably experienced person who was not directly involved in the original complaint, wherever reasonably practicable.
We will provide our Final Viewpoint Letter within 15 working days of receiving your request for a review.
Property Redress Scheme
If you remain dissatisfied after receiving our Final Viewpoint Letter, or if eight weeks have passed since we first received your complaint, you may refer the matter to the Property Redress Scheme.
The Property Redress Scheme provides a free and independent complaints service for consumers.
Website: www.propertyredress.co.uk/consumers
Telephone: 0333 321 9418
Post:
Property Redress
Limelight
1st Floor, Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Complaints should normally be referred to the Property Redress Scheme within 12 months of your last communication with us concerning the matter.
The Property Redress Scheme will determine whether your complaint falls within its jurisdiction under its current rules.
