Our Commitment

At Blackwood & Rowe Collection, we are committed to providing an exceptional level of service to all of our clients. We recognise, however, that there may be occasions where our service falls short of your expectations. If this happens, we want to hear from you so that we can put things right promptly and learn from the experience.

This policy sets out how we handle complaints and ensures that all concerns are dealt with fairly, consistently, and in accordance with our membership of The Property Ombudsman (TPO).

How to Make a Complaint

In the first instance, we ask that you raise your concern directly with us. You can do so by any of the following methods:

In writing: Blackwood & Rowe Collection, 150 Cannon Hill Lane, London, SW20 9BY

By email: complaints@blackwoodrowe.co.uk

By telephone: 0203 488 0868

Please provide as much detail as possible about the nature of your complaint, including any relevant dates, references or correspondence, so that we can investigate thoroughly.

Stage One — Internal Review

Upon receipt of your complaint, we will:

Acknowledge your complaint in writing within three working days of receipt, confirming that it is being investigated and providing you with a named point of contact.

Conduct a thorough internal review of the matter, examining all relevant correspondence, records and documentation.

Provide you with a full written response within fifteen working days of acknowledgement, setting out our findings and any proposed resolution.

If for any reason we are unable to provide a full response within fifteen working days, we will write to you to explain why and give you a revised timeframe.

Stage Two — Review by Senior Management

If you remain dissatisfied with our Stage One response, you may escalate your complaint for a further internal review. Please write to us within fifteen working days of receiving our Stage One response, clearly stating why you remain dissatisfied and what outcome you are seeking.

We will acknowledge your escalation within three working days and provide a final written response — known as our Final Viewpoint Letter — within fifteen working days of receiving your escalation.

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Stage Three — The Property Ombudsman

If you remain dissatisfied following our Final Viewpoint Letter, or if eight weeks have passed since you first raised your complaint with us and it remains unresolved, you have the right to refer your complaint to The Property Ombudsman (TPO) free of charge.

The Property Ombudsman provides a free, independent and impartial dispute resolution service.

The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP Telephone: 01722 333 306 Email: admin@tpos.co.uk Website: www.tpos.co.uk

Please note that you must refer your complaint to The Property Ombudsman within twelve months of receiving our Final Viewpoint Letter. The Property Ombudsman will not consider a complaint that has not first been through our internal complaints procedure.

Important Notes

All complaints are recorded and reviewed regularly to identify any patterns or areas where our service can be improved. We treat all complaints confidentially and in accordance with our Privacy Policy and applicable data protection legislation.

This policy applies to all clients of Blackwood & Rowe Collection and is reviewed annually to ensure it remains compliant with TPO requirements.

Policy last reviewed: April 2026 Blackwood & Rowe Collection | 150 Cannon Hill Lane, London, SW20 9BY | complaints@blackwoodrowe.co.uk | 0203 488 0868 | www.blackwoodrowe.co.uk