Complaints procedure

We want to put things right when we get them wrong. This page explains how to complain and what we will do.

How to complain

Write to complaints@whitecrystalproperties.com or to White Crystal Properties Ltd, 78 Cowbridge Road West, Cardiff, Wales, CF5 5BT. Please tell us your name, how to reach you, what happened and what you would like us to do. If your complaint is about a listing, include its reference (it begins WCP-).

What happens next

1. We acknowledge your complaint within 3 working days.
2. We look into it. Someone who was not involved in the matter will review what happened. We may ask you for more information.
3. We give you our answer in writing within 15 working days of receiving your complaint. If we need longer we will tell you why and when you can expect an answer.
4. If you are not happy with the answer, ask for it to be reviewed by a director. We will reply within 10 working days.

If we cannot settle it

Complaints about a listing or a seller

If you think a listing is wrong or misleading, use the "Report this listing" link on the listing, or write to us. We will look at it and may remove or correct the listing. We cannot settle a dispute between a buyer and a seller about a sale.

Data protection complaints

If your complaint is about how we use your personal information, you can also complain to the Information Commissioner's Office. See our privacy notice.