Complaints Procedure

Complaints Procedure

Wetlands Property (Trading name of Wetlands Group Limited)
PRS Membership No. PRS054108

At Wetlands Property, we are committed to providing a high-quality service to all clients. If something goes wrong, we want to know about it so we can put things right and improve our standards.

This Complaints Procedure explains how you can raise concerns and how we will handle your complaint, in line with the requirements of the Property Redress Scheme (PRS).

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible.

Stage 1 – Informal Resolution
Please first raise your concerns with the member of staff you have been dealing with. They will aim to resolve your issue quickly and informally. If you are unsure of their contact details, please contact hello@wetlandsproperty.com.

If you are not satisfied with the outcome, or prefer to escalate immediately, please proceed to Stage 2.

2. Stage 2 – Formal Written Complaint

Please submit your complaint in writing to:

Complaints Manager
Wetlands Property
193 Castelnau
London
SW13 9ER

Email: info@wetlandsproperty.co.uk
Phone: 0207 081 7688

Your written complaint should include:

  • Your name and contact details
  • The address of the property concerned (if applicable)
  • A clear description of your complaint
  • What you would consider a satisfactory resolution
  • Any supporting evidence (emails, letters, photos, etc.)

3. Acknowledgement & Timescales

Once we receive your written complaint:

  • We will acknowledge your complaint in writing within 3 working days and inform you who will be handling your complaint.
  • We will conduct a full investigation, reviewing all relevant records, correspondence, and statements.
  • We will provide a full written response within 15 working days of acknowledgement. Within this written response, we will let you know what (if any) actions have been or will be taken.

If we are unable to respond within this timeframe (for example, if further investigation is required), we will notify you and provide a revised timescale.

4. Stage 3 – Final Response

If you remain dissatisfied after receiving our formal response, you may request that the matter is reviewed by a senior manager or director.

A final written viewpoint letter will be issued within 15 working days of your escalation request.

5. Escalation to the Property Redress Scheme (PRS)

If, after receiving our final viewpoint letter, you are still not satisfied, you may refer your complaint to our independent redress provider:

Property Redress Scheme (PRS)
Website: search “Property Redress Scheme complaints”
Membership No: PRS054108

You must refer your complaint to the PRS within 12 months of receiving our final response.

The PRS is a free, impartial service that will review your complaint and may make recommendations or require us to take specific actions.

6. Record Keeping

We maintain detailed records of all complaints received and how they are resolved. This helps us monitor our performance and improve our service standards.

7. Continuous Improvement

We take complaints seriously. Feedback from clients helps us identify training needs, improve communication, and enhance the quality of the services we provide across sales, lettings, management, and tendering.