WRIGHTS ESTATE AGENCY (SOUTH WALES) LIMITED
Version: April 2026
At WRIGHTS Estate Agency (South Wales) Limited, we're committed to providing high standards of service across both our sales and lettings operations. If something has gone wrong, we want to know so we can put it right quickly, fairly, and transparently.
This procedure applies to all clients including landlords, contract holders, buyers, and sellers. For ease, we'll refer to all parties as "clients" throughout this document.
We also recognise that WRIGHTS. acts as agent between landlords and contract holders.
Where a complaint involves the actions or decisions of a landlord, we will be transparent about the limits of our authority whilst ensuring we have fulfilled our own obligations fully.
All complaints must be made in writing so we can keep a clear record.
You can contact us by:
Email: hello@wrightsagency.co.uk
Post:
Complaints Department
WRIGHTS ESTATE AGENCY (SOUTH WALES) LIMITED
6 Ocean Way, Cardiff, CF24 5HF
When writing to us, please include:
Your full name and contact details
The property address (if relevant)
A clear description of the issue
Any supporting evidence (emails, screenshots, photographs, etc.)
Stage 1 – Internal Investigation
We will acknowledge your complaint in writing within 3 working days of receiving it.
As a director-led business, all complaints are reviewed and responded to by Jack Wright, Director. We are committed to reviewing every complaint fairly and objectively, regardless of who was involved in the matter being complained about. We aim to issue a full written response within 15 working days of acknowledgment. If your complaint is complex or requires more time to investigate properly, we will contact you to explain why and keep you updated on progress.
If you are not satisfied with our Stage 1 response, you may request a Stage 2 review. Details of how to do this are set out below.
Stage 2 – Final Review
If you are not satisfied with our Stage 1 response, you may request a final internal review in writing within 10 working days of receiving it.
Your complaint will be reconsidered in full, taking into account any new information or points you wish to raise. We will provide a written final response within 15 working days. This final response letter will confirm your right to refer the matter to the Property Redress Scheme if you remain dissatisfied.
If, after receiving our final response - or after 8 weeks from the date you first raised your complaint - you remain dissatisfied, you have the right to refer your complaint to our redress scheme:
The Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: complaints@theprs.co.uk
Phone: 0333 321 9418
You must refer your complaint to the PRS within 12 months of our final response.
Additional Support for Contract Holders (Tenants):
Contract holders may also wish to seek free advice from Shelter Cymru (www.sheltercymru.org.uk) or Citizens Advice (www.citizensadvice.org.uk).
We are committed to making our complaints procedure accessible to all. On request, we can provide this document in large print, audio, or other formats, and arrange translation into other languages.
We can investigate issues such as:
Service concerns
Miscommunication or lack of response
Delays or process failures
Disputes over fees or contractual terms
Issues with marketing, property particulars, or handling of offers
We cannot investigate:
Complaints about third-party suppliers (e.g. contractors, mortgage brokers) not employed by us
Matters outside our control
Anonymous complaints or those without enough detail to investigate
A note on maintenance and repair complaints:
Where a complaint relates to a repair or maintenance issue at a managed property, please be aware that WRIGHTS. acts as agent on behalf of the property owner (landlord). We are required to obtain landlord approval before instructing any contractor, except in genuine emergencies. If a delay has occurred, we will investigate whether approval was sought promptly and whether we communicated the position to you clearly. Complaints about a contractor's standard of work should be directed to the contractor directly, though we will assist where we reasonably can.
We will record and store all complaints and related correspondence for a minimum of 6 years in line with PRS and Rent Smart Wales requirements.
We maintain an internal complaints register recording the date each complaint was received, the nature of the complaint, the steps taken to resolve it, and the outcome. This register is available to the Property Redress Scheme on request and is retained for a minimum of 6 years.
All personal data will be processed in line with our Privacy Policy and relevant data protection laws.
Where a complaint involves a maintenance or repair matter, we will review our internal records to confirm:
When the repair request was first received
When the landlord was contacted to seek approval
Whether a quotation was required and when this was arranged
How frequently landlord approval or sign-off was chased, and by what method
When the contractor was instructed once approval was given
What communication was sent to the contract holder throughout
We aim to contact the landlord to seek approval within 2 working days of receiving a repair request. Where a quotation is required before works can be authorised, we will arrange this as promptly as contractor availability allows. We will chase landlord approval or sign-off at regular intervals and will keep the contract holder updated on progress throughout. Response times for the completion of works will depend on the nature of the repair, contractor availability, and landlord approval.
This procedure has been prepared in line with:
Renting Homes (Wales) Act 2016 and Rent Smart Wales licensing conditions (lettings)
Estate Agents Act 1979 and PRS codes of practice (sales)
Consumer Protection from Unfair Trading Regulations 2008
If you’re unsure whether something counts as a formal complaint, or simply want to give us feedback, please contact us.
We’d rather hear from you early and have the opportunity to put things right.
WRIGHTS Estate Agency (South Wales) Limited is a member of the Property Redress Scheme (Membership No: PRS039784). This complaints procedure is reviewed periodically and was last updated in April 2026. If you have any questions about this procedure, please contact us at hello@wrightsagency.co.uk.
WRIGHTS ESTATE AGENCY (SOUTH WALES) LIMITED trading as WRIGHTS.®
Registered in England & Wales | Company No. 14826149 | VAT No. 470 8793 54
Registered Office: 6 Ocean Way, Cardiff, CF24 5HF
Member of the Property Redress Scheme | Client Money Protection held |
Lettings services comply with Rent Smart Wales
WRIGHTS.® is a registered trademark of Wrights Estate Agency (South Wales) Limited.