Your Feedback

At Watsons we strive to offer the best possible service to all our clients and customers in an efficient manner. However, should you feel you have not received satisfactory service from Watsons, these guidelines will assist you in directing your complaint to the appropriate person. We take any complaint very seriously and it is our aim to thoroughly investigate any issues and provide a considered response.

How do I make a complaint?


Your complaint should be in writing and should include what remedy you are looking for, even if initially made verbally either face to face or over the phone. This is so that we can fully understand and respond to the details of your complaint and keep a written record of it. Please write to:

Alison Crawford
Senior Officer & Business Leader
Watsons Property Group Ltd
18 Meridian Way
Meridian Park
Norwich
NR7 0TA

Email: complaints@watsons-property.co.uk

What happens next?


We will acknowledge your complaint within 3 working days of receipt. If your complaint is about a matter outside this complaint handling procedure you will be advised within this same period. We will consider and investigate your complaint as quickly as possible and will provide you with a response, or if that is not possible, an update of what is happening with your complaint, within 15 working days.


What if I do not accept the outcome?


If we cannot agree with you how to resolve the complaint, you are dissatisfied with the outcome or more than 8 weeks have elapsed since the complaint was first made, you have the opportunity to take your complaint to alternative dispute resolution, the final stage of our complaint handling procedure.

 

What if my complaint is related to the management of high-rise residential buildings?


A high-rise residential building is defined as having at least 7 storeys or is at least 18 metres high with 2 residential units. These buildings are known as higher-risk buildings under the Building Safety Act 2022. These complaints should be identified as such and reference their residents engagement strategy for the site. Escalation could include the Building Safety Regulator.


Alternative dispute resolution?


The final stage is a reference to one of two independent alternative dispute resolution providers. The providers are subject to Government regulation and are approved by RICS.
For complaints about residential and commercial sales and lettings, and for residential leasehold management matters, you should address your complaint to:

The Property Ombudsman
43-55 Milford Street
Salisbury
SP1 2BP

Tel: 01722 333306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk/contact

For complaints about surveys, valuations and all other professional work, you should address your complaint to:

The Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Tel: 0207 536 6000
Email: info@cedr.com
Web: www.cedr.com/contact Watsons

Complaint Resolution Procedure Formal Complaints Handling Procedure, 30/04/2024, Issue 16

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PLEASE NOTE

Our Offices Will Be Closed Over the Festive Period From the 25th December 2024 - 2nd January 2025​

For out of hours contact/emergencies please see information below:

  • For Tenants/Landlords – Please call our main lettings number – 01603 751555 – and follow the instructions. These instructions will provide you with an out of hours contact number, plus the number of an emergency plumber.
  • For Leaseholders – Please call our main Block & Estate Management number – 01603 226500 – and follow the prompts. Listed are numbers for various contractors, depending on the type of emergency.

From all of us at Watsons, - Have a Merry Christmas and Happy New Year!​