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Complaints

We value your feedback

Whilst we at CW London Limited / Charlie Willis Londo strive to deliver an excellent service, we understand that on rare occasions our customer’s experience may not meet the high level we all aim to achieve.

We would like to hear from you if this is the case and understand where and how we might be able to improve upon our services.

Most customers of CW London Limited will have been dealing directly Charlie Willis himself or maybe with one of our experienced negotiators, sometimes helping on a consultancy basis. If this is the case, all feedback is taken seriously and where a complaint os being made then we will look to resolve any issues as quickly as possible. . If your complaint relates to a broader company matter, you can again contact us directly on +44 7740 511 496 or via email at charlie@charliewillis.london and a member of the management team will be in touch to find out more and where possible help provide a solution.

If following on from the above the team have been unable to assist you, you can raise a formal complaint by either, writing to us at: CW London Limited, 25 Berkeley Square, Mayfair, London W1J 6HN with the subject “Formal Complaint”.

You should include within your correspondence as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose/attach any supporting evidence as well as the resolution you are seeking.

Within 3 working days we will respond to you confirming receipt of your complaint and to discuss next steps. We will then if necessary, conduct an investigation and respond to you within 15 working days of receiving your initial complaint, outlining our investigation and proposing a resolution where appropriate.

If you remain dissatisfied with our findings and resolution you may ask for a further review and a separate member of the senior management team will review the complaint and any further evidence, again writing to you within 15 working days of the receipt of your subsequent complaint.

If following on from this, and under the unlikely event that you continue to remain dissatisfied you may raise a complaint via The Property Ombudsman.

In order to make a complaint, please contact them directly or alternatively, visit their website and fill out a Complaints Form.