Complaints Procedure
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At We Buy Any Home, we aim to provide a professional, transparent, and reliable service to every customer. If something hasn’t gone as expected, please let us know. Your feedback helps us put things right and improve how we work.
Where appropriate, we’ll make reasonable adjustments for customers who may be disadvantaged because of age, infirmity, disability, lack of knowledge, limited English or numeracy skills, economic circumstances, or bereavement.
If you’d like to make a complaint, please do so in writing, including as much detail as possible. We’ll respond in line with the timeframes set out below.
If you feel we haven’t resolved your complaint within eight weeks, or you remain dissatisfied after receiving our final response, you may refer your complaint to The Property Ombudsman (TPO) for an independent review.
To submit a complaint, please email:
info@webuyanyhome.com
Or, call our mainline at:
0800 774 0004
What happens once a complaint is submitted?
Once we receive your complaint, we will send you a written acknowledgement to confirm that it has been received. We aim to send this within five working days.
Our acknowledgement will include your case reference number and the name of the person who will be handling your complaint. They will review the details you have provided and explain what will happen next.
We aim to deal with all complaints fairly, professionally and as quickly as possible. If we need any further information from you to start our investigation, we will let you know at this stage.
1. Written acknowledgment
Once we receive your complaint, we will send you a written acknowledgement to confirm that it has been received. We aim to send this within five working days.
Our acknowledgement will include your case reference number and the name of the person who will be handling your complaint. They will review the details you have provided and explain what will happen next.
We aim to deal with all complaints fairly, professionally and as quickly as possible. If we need any further information from you to start our investigation, we will let you know at this stage.
2. Investigation
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
3. Satisfaction
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
4. Written review
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
5. Final review
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
We Buy Any Home is a proud member of The Property Ombudsman (TPO) and fully adheres to its Code of Practice for Residential Buying Companies.
This ensures our customers are treated fairly and professionally, with clear rights to independent redress if a dispute cannot be resolved directly with us.
If you wish to refer your complaint to TPO, please contact them using the details below:
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:
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You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
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The Property Ombudsman requires that all complaints are first addressed through our in-house complaints procedure before being submitted for independent review
Codes of Practice and Consumer Guide
You can read the official TPO documents that set out the professional standards we follow here: