Complaints Procedure
Garrington Property Finders Limited aims to provide the highest standards of service to all our clients. To ensure that these standards are being maintained, the company has a formal complaints procedure in place in the event that you do not feel that an acceptable standard was adhered to. We would ask that our clients immediately notify us of their complaint so that we have the opportunity to put matters right.
We aim to resolve your complaint as quickly as possible. Our internal procedure provides a structure for the matter to be dealt with directly by a member of our Management Team and/or Directors. Complaints must be made in writing (by email or post) so that they can be properly investigated.
How and where to complain
If you are unsatisfied with any aspect of our service, in the first instance, please contact your assigned Property Consultant directly, by post or email.
If your complaint relates to your Property Consultant, or you would prefer not to contact them directly, please contact the Operations Manager. Their details are available on request by calling Garrington’s Head Office directly on 01223 858310 or emailing complaints@garrington.co.uk for details.
Alternatively, please write to;
Operations Manager
Garrington
Milton Hall
Ely Road
Milton
Cambridge
CB24 6WZ
Please include: Your full name and contact details, the property address (if relevant), details of your complaint and any supporting documents.
How long will it take?
Your complaint will be acknowledged within 3 working days from the date we receive notification of your complaint. Your complaint will then be investigated thoroughly in accordance with established in-house procedures.
A formal reply will be sent to you within 15 working days of receipt of your complaint.
You should register a complaint as soon as you can after the date on which the event occurred.
If you complain more than twelve months later, we may not be able to investigate properly.
Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
Further investigation
In exceptional circumstances, if you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director at the address given below:
The Managing Director
Garrington
Milton Hall
Ely Road
Milton
Cambridge
CB24 6WZ
If you remain unsatisfied
In England and Wales
Garrington Property Finders Ltd is a member of The Property Ombudsman Scheme. In the event that the final review and response to your complaint still fails to satisfy you, then you are at liberty to refer the matter to The Property Ombudsman within 12 months from the date of our final viewpoint letter. The Property Ombudsman provides independent Alternative Dispute Resolution at no cost to consumers. We will submit our file to The Property Ombudsman on request.
You are also entitled to have your complaint referred to The Property Ombudsman should we fail to deal with matters promptly or if we have not issued a final viewpoint letter within 8 weeks of receiving your written complaint.
You can write to them at:
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Telephone: +44 (0) 1722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
In Scotland
In the event that the final review and response to your complaint still fails to satisfy you, then you are at liberty to refer the matter to The Property Ombudsman or First Tier Tribunal for Scotland (Housing and Property) within 12 months from the date of our final viewpoint letter. We will submit our file to The Property Ombudsman or First Tier Tribunal for Scotland on request.
You are also entitled to have your complaint referred to The Property Ombudsman or First Tier Tribunal for Scotland (Housing and Property) should we fail to deal with matters promptly or if we have not issued a final viewpoint letter within 8 weeks of receiving your written complaint.
You can write to them at:
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Telephone: +44 (0) 1722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
First Tier Tribunal for Scotland
(Housing and Property)
Glasgow Tribunals Centre
3rd Floor
20 York Street
Glasgow
G2 8GT
Telephone: +44 (0) 141 302 5900
Website: www.housingandpropertychamber.scot
You must refer your complaint to them within 12 months of receiving your final viewpoint letter from us.
Propertymark
Garrington is also a member of Propertymark. Propertymark has its own conduct and disciplinary process for members. You may raise a complaint with Propertymark in accordance with their complaints procedure. Further information can be found here: Propertymark Complaints
Accessibility and Support
If you require this procedure in an alternative format, or need assistance due to disability or personal circumstances, please let us know. We will make reasonable adjustments in accordance with the Equality Act 2010.
Data Protection
We handle all personal data in accordance with UK GDPR and the Data Protection Act 2018. Complaint records are retained for a minimum of six years. Further details are available in our Privacy Policy.
Last updated March 2026 – version 1.0.3.26