Complaints procedure

If something has gone wrong, we want to know. This page sets out how to raise a complaint and how we will handle it. The procedure applies to all services provided by Whittaker Property Group Limited.

Stage one: raise it with us

Email info@whittakerpropertygroup.co.uk or write to us at our registered office:

Whittaker Property Group Limited
Bury Lodge, Bury Road
Stowmarket, Suffolk IP14 1JA
United Kingdom

Please include your name, the property or service the complaint relates to, what happened, and what outcome you are looking for.

We will acknowledge your complaint within three working days and respond in full within fifteen working days.

Stage two: senior review

If you are not satisfied with our initial response, ask for the matter to be escalated to the director. We will respond within fifteen further working days.

Stage three: redress scheme

If we cannot resolve your complaint to your satisfaction after the steps above, you can refer it to our independent redress scheme. We are members of the Property Redress Scheme. They will independently consider the matter.

Membership reference: [TODO(ollie): confirm membership reference number]

Client Money Protection

Where we handle client money in connection with a property transaction, that money is protected under an approved Client Money Protection scheme.

CMP provider: [TODO(ollie): CMP provider name + scheme reference]

TODO(ollie): paste the live Property Redress Scheme membership reference and Client Money Protection provider before launch. The scheme membership is confirmed from the existing whittakerpropertygroup.co.uk footer; the reference number is the only outstanding item.