Complaints Procedure

Complaints Procedure 

Here at Wooster & Stock, we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. Your Complaint should be sent to Zoe Matheson, 17a Nunhead Green, Nunhead, London, SE15 3QQ.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. Should you wish to escalate to this stage then please write to Luke Bishop, Director, Wooster & Stock, 17a Nunhead Green, Nunhead, London, SE15 3QQ.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman

Milford House

43-55 Milford Street


Wiltshire, SP1 2BP

Tel: 01722 333 306 Fax: 01722 332 296