CityGate North Complaints Procedure.

We are dedicated to delivering a professional service to all our clients and customers. If something goes wrong, we encourage you to let us know. Your feedback is essential for us to enhance our standards.

If you have a complaint, please submit it in writing with as much detail as possible. We will respond according to the timelines outlined below. Should you feel that we haven’t addressed your complaint within eight weeks, you may refer it to The Property Ombudsman for consideration without waiting for our final response.

Acknowledgment: Within three working days of receiving your complaint, we will send you a letter confirming receipt and include a copy of our complaints procedure.

Investigation: We will investigate your complaint, typically managed by the office manager. They will review your file and consult with the staff member involved in your case. You can expect to receive a formal written outcome of our investigation within 15 working days following the acknowledgment letter.

Further Review: If you are not satisfied with our initial response, please reach out to us again. We will then arrange for a senior staff member to conduct an independent review of your case. You will receive a written confirmation of our final viewpoint within 15 working days after we receive your request for this review.

Independent Review: If you remain dissatisfied after completing our internal complaint process (or if eight weeks have passed since you first filed your complaint), you have the option to seek an independent review from The Property Ombudsman at no cost to you.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk 

Please be aware of the following:

You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, along with any evidence to support your case. Additionally, The Property Ombudsman requires that all complaints go through our in-house complaints procedure before seeking an independent review.