Complaints Handling Procedure

Last updated: 1st June 2026

Wyldmark Ltd is committed to providing a professional, efficient and courteous service.

If something goes wrong, or if you are dissatisfied with our service, we want to know so that we can investigate the issue, respond properly and put matters right. 

We are all human and we make mistakes from time to time.  In the event that a mistake does occur, how it is responded to is important.  We will not duck our responsibilities, so if you have a grievance about our service or the advice given, we encourage you to raise this at an early stage in order that it can be addressed in a mature and transparent fashion.

Below is the way in which we will respond to any complaint which you might have.

Who to contact

a.     If you have a complaint, please put it in writing and send it to Calum Gillhespy at Wyldmark Ltd, The Groom's Cottage, Wycliffe, Barnard Castle, DL12 9TS, or by email to crg@wyldmark.co.uk.

What to include

b.     Please include your name, contact details, the matter or project concerned, what has gone wrong.  You should support this with any relevant dates, documents or other records and what you would like us to do to resolve the complaint.

Acknowledgement

c.     We will acknowledge your complaint in writing within 3 working days of receiving it. We will confirm how it will be investigated and, where possible, the expected timetable for our response.

Investigation and response

d.     We will investigate the complaint fairly and proportionately. This may include reviewing the relevant file, correspondence, notes, advice, reports, invoices and any information you provide.

e.     We will aim to send you a written response within 15 working days of acknowledging the complaint. If more time is needed, we will explain why and tell you when we expect to respond.

Outcome

f.      Our response will be provided to you in writing setting out our understanding of the complaint, the outcome of our investigation, any findings we have made and any proposed action or remedy. This may include an explanation, correction, apology, further work, fee adjustment or other appropriate step. 

g.     We might also offer to meet with you to discuss your complaint either during or following our investigations.

If you remain dissatisfied

h.     If you remain dissatisfied after our final response, or if we have not provided a final response within 15 working days of acknowledging your complaint, you will be able to refer the complaint to The Property Ombudsman.  You can do this via their website at www.tpos.co.uk/consumers/how-to-make-a-complaint.

RICS Regulation

i.      Wyldmark is regulated by the RICS.

j.      RICS Regulation does not usually resolve service complaints or award compensation, but it may consider concerns about professional conduct or compliance with RICS rules.

k.     Information about RICS regulation and complaints is available from RICS.

Complaint records

l.      We will keep a record of complaints and how they are handled. We will use complaint information to review and improve our service, while complying with confidentiality, data protection and professional obligations.