Patrick Gardner Complaints Procedure
Complaints
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the time frames set out below (if you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider, without our final viewpoint on the matter).
What Will Happen Next?
Sales – Patrick Gardner & Co
♦ We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
♦ We will then investigate your complaint. This will normally be dealt with by a Partner who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. In the event the complaint is directed at a Partner, then the complaint will be investigated by another Partner and again a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
♦ If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the company’s Senior Partner.
♦ We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
What should you do, if you are unhappy with our final viewpoint?
♦ If you are still not satisfied after the last stage of the in-house complaints procedure has been completed (or more than 8 weeks have elapsed since the complaint was first made), then you can take the matter up with The Property Ombudsman, without charge. The Property Ombudsman can be contacted at:-
The Property Ombudsman:
Milford House
43-55, Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Lettings – Patrick Gardner Residential Lettings Ltd
♦ We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
♦ We will then investigate your complaint. This will normally be dealt with by the office Manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. In the event the complaint is directed at the office Manager, then the complaint will be investigated by a Manager located at a different geographical location and again a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. In the event the complaint is directed at a company Director, then the complaint will be investigated by another Director and again a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
♦ If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by an appropriate Director.
♦ We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
What should you do, if you are unhappy with our final viewpoint?
♦ If you are still not satisfied after the last stage of the in-house complaints procedure has been completed (or more than 8 weeks have elapsed since the complaint was first made), then you can take the matter up with The Property Ombudsman, without charge. The Property Ombudsman can be contacted at:-
The Property Ombudsman:
Milford House
43-55, Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Block Management – Patrick Gardner Management Co Ltd
♦ The relevant manager will respond to your complaint acknowledging receipt within 3 working days and provide a copy of the complaint’s procedure. Following this communication, the manager will investigate your complaint and communicate with you and provide a written response within 15 working days. In the event the complaint is directed at the Manager, then the complaint will be investigated by another Manager and again a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. In the event the complaint is directed at a company Director, then the complaint will be investigated by another Director and again a formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If you are not happy with the outcome, you should contact us again and we will arrange for a separate review to take place by an appropriate Director.
♦ If you are not happy with the outcome, you should contact us again and a Director will look into your case and try to resolve your complaint. Again, a written response will be provided within a further 15 working days, confirming our final viewpoint on the matter.
What should you do, if you are unhappy with our final viewpoint?
♦ If you are still not satisfied after the last stage of the in-house complaints procedure has been completed (or more than 8 weeks have elapsed since the complaint was first made), then you can take the matter up with The Property Ombudsman, without charge. The Property Ombudsman can be contacted at:-
The Property Ombudsman:
Milford House
43-55, Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
