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Clarke & Watt Building Consultancy (CWBC) Complaints Handling Procedure

At Clarke & Watt Building Consultancy, we aim to provide the highest standards of service to all clients. If you feel that our service has not met your expectations, we encourage you to follow the steps outlined below to ensure that your concerns are addressed promptly and professionally.

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Stage 1: Initial Complaint Resolution

  1. Raising Your Complaint
    In the first instance, please address your complaint to Ruth Jakeman, Operations Manager. You may submit your complaint in writing, via email, or by telephone. Please include as much detail as possible, including dates, names of staff involved, and any supporting documentation.

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Contact Details:

  • Email: ruth.jakeman@cwbc.uk

  • Telephone: 0161 706 0603

  • Address: Suite D, The Towers, Towers Business Park, Wilmslow Road, Manchester M20 2EZ

  1. Acknowledgement of Complaint
    We will acknowledge your complaint in writing within seven calendar days of receipt.

  2. Investigation and Response
    Your complaint will be fully investigated by Ruth Jakeman, Operations Manager We will aim to provide a formal response within 28 calendar days. If the investigation requires additional time, we will inform the complainant and provide a revised estimated completion date.

 

Stage 2: Escalation to Senior Management

If you are not satisfied with the resolution provided at Stage 1, you can escalate your complaint to senior management.

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  1. Escalation Request
    Please submit your escalation request in writing to Samuel Watt, Executive Director, stating the reasons why you are not satisfied with the initial response.

 

Contact Details:

  • Email: sam.watt@cwbc.uk

  • Telephone: 0161 706 0603

  • Address: Suite D, The Towers, Towers Business Park, Wilmslow Road, Manchester M20 2EZ

 

Address:

  1. Senior Management Review
    Senior management will review your complaint and the previous findings. A formal response will be provided within 28 calendar days of receiving your escalation request.

 

Stage 3: Independent Redress

If you remain dissatisfied with our final response, you have the right to refer your complaint to The Property Ombudsman (TPO) within 12 months of receiving our final viewpoint letter.

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The Property Ombudsman

 

TPO will review your complaint according to their rules and guidelines.

 

Additional Information

  • Confidentiality: All complaints are handled in strict confidence.

  • Record Keeping: We keep all complaint records for a minimum of six years in accordance with RICS regulations.

  • No Fees: There are no fees charged for raising a complaint or referring it to TPO.

 

If you have any questions about our complaints procedure, please do not hesitate to contact us.

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