Complaints Procedure

In the event that you are at any time dissatisfied with any level of service given to you by Henwick Properties we would ask you to contact the senior partner Garry Kaxe who will assist you in dealing with any queries that may arise in connection with any aspect of our service and terms of business.

In the event that you wish to make a complaint that complaint should be put in writing and posted to Henwick Properties for the attention of Garry Kaxe at 3 High Street, Thatcham, Berkshire RG19 3JG.

  1. We will endeavour to acknowledge that complaint within 3 working days and a proper investigation promptly undertaken. A formal written outcome of that investigation will be sent to the complainant within 21 days. If longer is needed, the complainant will be told in writing with an explanation and given an indication of time scale required. The outcome of the investigation will be sent to you within 21 days. If longer is needed we will write to you with an explanation as to why more time is needed and give an indication of timescale. The outcome of this full investigation will be sent to you within such timescale.
  2. If you remain dissatisfied with our explanation then we would ask you to further pursue the complaint in writing to another partner who will give a speedy separate and detached review of the complaint. Any member of staff or partner who has been involved in the transaction will not deal with the complaint.
  3. Following the conclusion of our in house review a written statement expressing our final view point and including any offer made will be sent to you. This letter will also tell you how the matter can be referred to the Property Ombudsman, Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX, or the Legal Ombudsman, P O Box 15870, Birmingham B30 9EB, . Any such referral should be made by you within 6 months of our final review.
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