About Waymark Chartered Surveyors and Estate Agents

Complaints Procedure

Posted on Wednesday, August 21, 2019

As a Waymark customer you expect a first class service from us and we aim to provide it. We have high standards, however if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.

We are subject to the rules of The Property Ombudsman. In general terms this gives customers who are unable to resolve a complaint against us, the right to have this reviewed by an independent person - the Ombudsman.

Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a letter from us giving our final response.

This page shows the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you're happy with the way we do it.

Our Complaints Procedure

1. If you have a problem please contact one of our branch staff. Our aim is to deal with your problem sympathetically, fairly and quickly. We will try to resolve the matter on the day you raise your complaint, although whether this is possible will of course depend on the nature of the complaint.

2. If you feel that the matter is not being resolved to your satisfaction you can ask to refer the complaint to one of the owning Directors of the company. Alternatively you can write to her:

Mrs. Jenny Preece, Waymark, 2 Cornmarket, Faringdon, Oxfordshire, SN7 7ES

Or email: jp@waymarkproperty.co.uk

An acknowledgement will be sent to you within 3 working days. It will also set out our understanding of your complaint and state when we will be able to reply in greater detail. You may also be asked for additional information if this is required to assist resolving the matter.

A formal written outcome of this investigation will be sent to you within 10 working days.

In all but exceptional cases, by the end of 15 working days following receipt of your complaint, Waymark will have given you its final response by letter. This will be accompanied by The Property Ombudsman Consumer Guide.

3. If you are still not satisfied with the steps taken by us, you can write to:

The Property Ombudsman Ltd,

Milford House,

43-55 Milford Street,

Salisbury, Wiltshire,


Telephone: (01722) 333306 or

E-mail: admin@tpo.co.uk


4. The Property Ombudsman will consider your complaint, taking in to account any points made by you and Waymark. The Ombudsman may, however, refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.

5. The Ombudsman’s Office may try to settle the dispute by agreement between yourself and Waymark. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what they believe to be fair in all the circumstances.

6. The Ombudsman will send this decision to yourself and Waymark. You can accept or reject his decision. If you reject the Ombudsman's decision, it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by the Ombudsman's decision.

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