Complaints Procedure

At Wilson Prime Estate Agents, we are committed to providing a professional service to all our clients and customers, including buyers and sellers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards. We aim to deal with all complaints fairly, consistently and promptly.

If you wish to make a complaint, please put it in writing, providing as much detail as possible.

Stage 1 – Making a complaint

Please send your complaint to:

Compliance – Residential, Wilson Prime Ltd, 4 Pavilion Court, 600 Pavilion Drive, Northampton Business Park, Northampton, NN4 7SL or email: homes@wilsonprime.co.uk

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it and provide you with a copy of this complaints procedure. We will then investigate your complaint. This may include reviewing your file and speaking to any members of our team involved. We will send you a formal written response within 15 working days of our acknowledgement.

Stage 2 – Review

If you remain dissatisfied, you may request a review of your complaint. This will be carried out by a director or senior member of staff who has not previously been involved. Please write to:

Richard Wilson, Director, Wilson Prime Ltd, 4 Pavilion Court, 600 Pavilion Drive, Northampton Business Park, Northampton, NN4 7SL or email: richard.wilson@wilsonprime.co.uk

We will respond within 15 working days of receiving your request, confirming our final viewpoint.

Stage 3 – The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to:

The Property Ombudsman

Milford House

43–45 Milford Street

Salisbury

Wiltshire, SP1 2BP

Tel: 01722 333306.  Website: www.tpos.co.uk

You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter. The Ombudsman will only consider complaints that have completed our in-house complaints procedure.

Approved by: Wilson Prime Estate Agents. 

Last reviewed: 02/01/2026