Aspen Woolf Internal Complaints Procedure
Aspen Woolf is committed to providing a professional service to all our investors. When something goes wrong, we want you to tell us about it. This helps us improve our standards and services.
If you have a complaint, please put it in writing with as much detail as possible. Please note the below steps as they are necessary for us to address your complaint.
1 – Speak to your Aspen Woolf Consultant or Sales Manager
In order that your concerns are addressed as efficiently and as quickly as possible, we ask that you first raise the issues verbally with the Sales Manager or your Consultant at the Aspen Woolf Office concerned.
2 – Write to Aspen Woolf Client Care
If you are still unsatisfied you should write to [email protected]. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. A formal written outcome of the investigation will be sent to you within 15 working days.
3 – Write to the Director of Operations and Compliance of Aspen Woolf
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. This complaint will also be acknowledged within three working days of receipt and an investigation undertaken. A formal written response will be sent to you within 15 working days.
Following the Director of Operations and Compliance’s investigation, a written statement expressing Aspen Woolf’s final viewpoint on the matter will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within 12 months for a review.
4 – Refer the matter to The Property Ombudsman
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure first, before being submitted for an independent review.