Complaints Procedure
How to raise a concern and what to expect.
Last updated: May 2026
Our Commitment
Water Wood Management Limited is committed to providing a high standard of service. If something goes wrong, we want to know about it so we can put it right and learn from it. This procedure explains how to make a complaint and what you can expect from us.
How to Make a Complaint
Please contact us with your complaint in writing, providing as much detail as possible including dates, names, and what outcome you are seeking. You can reach us by email at hi@waterwooduk.com or by post at Unit B2 Office, New Smithfield Market, Whitworth Street East, Manchester, M11 2WJ.
What Happens Next
Stage 1: We will acknowledge your complaint within 3 working days of receipt. Stage 2: We will investigate the matter thoroughly and aim to provide a full written response within 15 working days. If we need more time, we will let you know and explain why. Stage 3: If you are not satisfied with our response, you may request a review by a senior member of the team. We will provide a final response within 15 working days of your escalation request.
If You Remain Dissatisfied
If you are not satisfied with our final response, or if 8 weeks have passed since your original complaint, you may refer the matter to the Property Redress Scheme (PRS), of which we are a member (membership number PRS049962). The PRS provides a free, independent, and impartial resolution service. You can contact the PRS at www.theprs.co.uk or by calling 0333 321 9418.
Data Protection Complaints
If your complaint relates to the way we handle your personal data, you also have the right to complain to the Information Commissioner's Office (ICO). The ICO can be contacted at ico.org.uk, by telephone on 0303 123 1113, or by post at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.