Complaints Procedure

Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1: Your Complaint:

Please put your complaint in writing either by letter or email and address it to Chris Malins, Director. Please include as much detail as possible, including dates, names of any members of staff you dealt with and where you are able to enclose/attach any supporting evidence.

Chris Malins
Gothic Estates Ltd
150 High Street
Arlesey, SG15 6SL
[email protected]

Stage 2: Our Acknowledgement:

Your complaint will be acknowledged and we will start ourĀ in-house complaints process.

Timescale: Within 3 working days of your complaint.

Stage 3: Our Investigation:

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

Timescale: Within 15 working days of your complaint.

Stage 4: Final Viewpoint

If you remain dissatisfied, you should contact us again and Chris Malins will conduct a further review. This will outline our final viewpoint on the matter.

Timescale: Within 15 working days of receiving your request for a further review.

The Property Ombudsman:

If our final viewpoint letter does not resolve matters (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.

Timescale: You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

The Property Ombudsman
Milford House
43-55 Milford Street

01722 333306
[email protected]

Rightmove Ombudsman TSI