At Waters Property Search Limited, we strive to provide a high standard of service to our clients.

However, if you have cause to complain about any aspect of the service that we have provided to you please write to Richard Waters setting out full details of your complaint. Richard can be contacted at:
By email to: richard@waterspropertysearch.co.uk
By post to: Winsford, Wellow, Bath, BA2 8PU
By phone: 01225 830930 or 07768 454149

We will seek to acknowledge receipt of your complaint in writing within 3 working days. We may ask you to clarify any aspect of your complaint which is not clear.

We will then conduct an investigation into the matters you have complained about and look to provide you with a formal written response within 15 working days. If we need longer than this, we will let you know and explain why.

If you remain dissatisfied with our response, you can ask us to review it. We will look to provide you in writing the results of our review within 15 working days of your request. If we need longer than this, we will let you know and explain why.

If you remain dissatisfied or 8 weeks have passed since you first complained to us and the issues remain unresolved, you may refer your complaint to The Property Ombudsman Scheme (of which we are members) which is a free, impartial and independent Ombudsman service that resolves disputes between consumers and property agents. Full details of how you can refer your complaint to The Property Ombudsman, how it deals with complaints and its terms of reference can be found on its website at https://www.tpos.co.uk. The Property Ombudsman can also be contacted as follows:

Consumer Enquiries: 01722 333306
Email: admin@tpos.co.uk
Address: The Property Ombudsman, Milford House, 43-55 Milford Street,
Salisbury, Wiltshire SP1 2BP

You must refer your complaint to the Property Ombudsman within 12 months of our final response to your complaint, otherwise you may be out of time.