Complaints Procedure

Garrington Property Finders Ltd 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 complaints 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.

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 letter or email.

If your complaint relates to your Property Consultant, please contact the Operations Manager. Their details are available on request by calling at Garrington’s Head Office directly on 01223 858310 or email info@garrington.co.uk for details.

Alternatively, please write in the first instance to;

Operations Manager
Garrington
Milton Hall
Ely Road
Milton
Cambridge
CB24 6WZ

How long will it take?

Your complaint will be acknowledged within 3 working days from the date we receive notification of your complaint. Your compliant 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.

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

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. 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 do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

You can write to them at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Alternatively, you can phone them on: +44 (0) 1722 333 306

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). We will submit our file to them 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 do not comply with our in-house complaint’s procedure within 8 weeks from the date we receive your written notification.

You can write to them at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Tel: +44 (0) 1722 333306

First Tier Tribunal for Scotland
(Housing and Property)
1 Atlantic Quay
45 Robertson Street
Glasgow G2 8JB

Tel: +44 (0) 141 302 5900

You must refer your complaint to them within 12 months of receiving your final viewpoint letter from us.

Last updated April 2019 – version 1.0.3.19