Complaints

GBP Estates Complaint Procedure for Residential Sales and Residential Lettings

GBP Estates has a high level of customer service. Sometimes you may want to complain as things have gone wrong. If this has occurred, please see below our complaints process.

GBP Estates are a member of (TPOS) The Property Ombudsman and our aim is to provide a service with high standard to all of our clients. As such, we have in place a complaints procedure. Our process is to quickly resolve issues or concerns that you have. If we do have complaints then we hope that we can resolve matters at our branch.

First stage - Speak or write to Julie James, Head of Lettings

Complaints should be directed firstly with Julie James who is Head of Lettings of GBP Estates. She will aim to resolve the matter / complaint immediately and no later than five working days of the first time we received the complaint.

Second Stage - Gary Taylor, Director

If you are not happy with the result from Julie James, then you may make a further complaint. This must be in writing and addressed to Gary Taylor – Director as he is responsible for GBP Estates. You must write to him within one month of receiving Julie James response. Gary Taylor will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Address to write to:

Gary Taylor - Director
GBP Estates Limited
35 Victoria Road
Romford,
Essex
RM1 2LH

Third Stage - The Property Ombudsman

After you have received a response from Gary Taylor, Director, you may, if not satisfied with his response, contact the Ombudsman. Details of how you do this is available in his final letter. The Property Ombudsman Consumer Guide or online at www.tpos.co.uk.

Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.