Feedback and Complaint Procedure

At Woodfell Asset Management Limited, we are committed to delivering consistently high standards of professionalism, integrity and customer service. We value feedback from our clients and customers and recognise the importance of addressing any concerns promptly, fairly and transparently.

Should any aspect of our service fall below expectations, we encourage you to bring the matter to our attention so that it can be investigated and, where appropriate, resolved.

Our formal complaints procedure is outlined below, in accordance with our commitment to effective complaint handling and the standards of The Property Redress Scheme.

Initial Complaint

All formal complaints should be submitted in writing to office@woodfell.co.uk, providing a clear explanation of the concerns raised, together with any relevant supporting information.

Upon receipt of your complaint, we will:

• Acknowledge receipt in writing within 3 working days.

• Conduct a thorough and objective investigation into the matters raised.

• Provide a substantive written response within 15 working days of receiving your complaint.

Should additional time be required to complete our investigation, we will keep you informed of its progress and advise you of the anticipated response date.

Escalation & Final Review

If you are dissatisfied with our initial response, or consider that your concerns have not been adequately addressed, you may request a formal review by our Head of HR & Business Support.

Email: lw@woodfell.co.uk

Postal Address:
Woodfell Asset Management Limited
Carradine House
237 Regents Park Road
London
N3 3LF

Upon receipt of your escalation, a further review will be undertaken, taking into consideration the circumstances of the complaint, the findings of the initial investigation and any additional information provided.

We will issue a written response within 15 working days of receiving your escalation, setting out our findings, conclusions and the company's final position on the matter.

This response will constitute Woodfell's Final Viewpoint and conclude our internal complaints procedure.

Independent Review | The Property Redress Scheme

Woodfell Asset Management Limited is a member of The Property Redress Scheme (PRS), an independent, government-authorised redress scheme for the property sector.

If you remain dissatisfied following receipt of our Final Viewpoint, you may refer your complaint to the PRS for an independent and impartial review, free of charge.

The PRS generally requires that complaints are first raised directly with the company concerned. A complaint may be referred to the PRS following our final written response or where eight weeks have elapsed since the original complaint without satisfactory resolution, subject to the scheme's eligibility criteria.

Complaints should be referred within 12 months of your last communication with Woodfell concerning the matter, in accordance with the PRS's applicable requirements.

The Property Redress Scheme can be contacted using the following details:

Website: www.propertyredress.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

Postal Address:
The Property Redress Scheme
Limelight
1st Floor Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Further information regarding the scheme's complaints process, eligibility requirements and Terms of Reference is available on its website.

Firm Information

Woodfell is a trading name of Woodfell Asset Management Limited.
Registered Office: Carradine House, 237 Regents Park Road, London, N3 3LF.
Registered in England and Wales. Company Registration No. 13126174.