Complaints Procedure

We would rather hear from you than not. If something has gone wrong, telling us gives us the chance to put it right.

How to complain

Write to us at contact@wiltonpp.com, or by post to Office 204, 10 Courtenay Road, East Lane, Wembley, London HA9 7ND.

Please set out what has happened, when, and what you would like us to do about it. Include a contact number if you are happy for us to call you.

What happens next

We will acknowledge your complaint in writing within three working days of receiving it.

We will investigate and send you a full written response within fifteen working days. If the matter is complex and we need longer, we will tell you why and give you a date.

If you are not satisfied with our response, tell us and we will review it again. We will send you our final written position within eight weeks of your original complaint.

If we cannot resolve it

Wilton Property Partners is a member of The Property Redress Scheme, membership number PRS060849.

If you remain unhappy after our final response, or if eight weeks have passed without one, you can refer your complaint to the scheme. They are independent of us and the service is free to you.

The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH. Telephone 0333 321 9418. theprs.co.uk

You have twelve months from the date of our final response to refer the matter to them.

This procedure was last updated on 8 October 2026.