Complaints Procedure

At Wards Property, we are committed to providing services and products to the highest standards. We always strive to ensure that you are more than satisfied with our service. However, if we have not met your expectations in any way, we want to hear from you so that we can investigate and correct any issues. Your feedback also helps us improve our services in the future.

To ensure that your complaint is addressed effectively, please follow the steps outlined below in the correct order.

Stage One - Office Team

If you have a complaint or query, please contact our office team directly. You can reach us by phone at 01782 848700 or by email at office@wardsproperty.co.uk. Any member of our office staff will be happy to assist you.

If your complaint is not resolved to your satisfaction, please proceed to Stage Two.

Stage Two - Office Manager

If your complaint has not been resolved by our office team, please direct your complaint to our Office Manager, Kim Neat. You can email kim@wardsproperty.co.uk or send a letter to:

Kim Neat
Wards Property Management Ltd
129-131 Church Street
Stoke on Trent
Staffordshire
ST4 1DB

Please include the property address where applicable related to your complaint and provide as much information as possible. Your complaint will be acknowledged within 3 working days of receipt. Kim will contact you to discuss the matter further before launching a full investigation. You will be advised of the outcome in writing upon completion of the investigation.

Stage Three - Managing Director

If you are not satisfied with the response from Stage Two, you may escalate your complaint to our Managing Director, Justin Ward. You can email Justin at justin@wardsproperty.co.uk or send a letter to:

Justin Ward
Wards Property Management Ltd
129-131 Church Street
Stoke on Trent
Staffordshire
ST4 1DB

Your complaint will be acknowledged within 3 working days, and you will receive a final response letter within 15 working days of your complaint being received.

Stage Four – The Property Redress Scheme

If your complaint remains unresolved after Stage Three, you can refer it to The Property Redress Scheme (PRS). It is important to complete the steps above before proceeding with this route. The PRS will only consider your complaint if our internal complaint procedure has been followed as listed and fully exhausted.

Contact Details:

The Property Redress Scheme (PRS)
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Please note that any referral to the PRS must be made within 12 months of your written complaint.

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Thank you for your cooperation. We appreciate your feedback and are committed to resolving your concerns promptly and effectively.