Letting Agent in Gloucester

Residential Lettings and Property Management - Making a Complaint

Information for Customers

We are a member of Ombudsman Services: Property and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One - Office Lettings Manager

We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve the situation with the member of our team you have been dealing with or the lettings manager.

Stage Two - Lettings Director

If they are unable to resolve the situation you may refer it to the Lettings Director/Manager responsible for the branch in question. We request that you send a written summary of your complaint to the Lettings Director/Manager, within one month of completing Stage 1. 

The manager/individual will provide you with the Divisional Lettings Director/Manager’s name and a contact address or email in order for you to contact them. Alternatively you may write to our customer care team at: customercare.lettings@GL1PropertyServices.co.uk. They will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 10 working days.

Stage 3 - Ombudsman Services: Property

After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you may approach Ombudsman Services: Property. Details of how to do this are contained within the Managing Director's final view point letter alongside a link to the Ombudsman Services: Property consumer guide at http://www.ombudsman-services.org/complain-now-property.html

Please note that if you do wish to contact Ombudsman Services: Property, you must do so within 12 months of the date of the Managing Director’s final viewpoint letter. It is also important to note that Ombudsman Services: Property will not consider your complaint until our internal complaints procedure is exhausted.

We are a Gloucester based estate agent in Gloucester established since 2012. We are ARLA registered which means with us your money is protected.