INTERNAL COMPLAINTS PROCEDURE
Here at Galloways 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 timeframes set out below. Your Complaint should be sent to
Mr Steve Carpenter – Director
282 Norwood Road West Norwood SE27 9AJ
What will happen next?
· We will send you a letter/email acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
· We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. 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 a senior member of staff. Should you wish to escalate to this stage then please write to
Mr Darren Field
117 High Street Penge London SE20 7DS
· We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman
43-55 Milford St, Salisbury SP1 2BP
"Where do i start - the whole experience of using Galloways has been fantastic from start to finish! As soon as we met Steve and Sasha we knew they were a very rare breed - estate agents who are honest and will be totally upfront with you. You do not feel you are "just a number" which is very refreshing. They have years of experience in the industry and are lovely people to deal with. There is no hard sell - just honesty, integrity and professionalism. Their valuation of our property was totally spot on - unlike some of the high street names who totally over-inflate prices to win the business then tell you 3 months later the "market has dipped" and you have to reduce your price. They are local experts which puts them streets ahead (excuse the pun) of the competition! This local knowledge meant that not only did they price the property accurately, they got viewings quickly and of the right caliber. They also worked extremely hard to get us the best price and we were delighted with the end result - even a few weeks after Brexit they got us viewings and a reasonably quick sale at the price we wanted!! You really get the feeling they are totally with you every step of the way and want make the whole process as smooth as possible. We had a number of serious legal issues during our sale and purchase and this was handled wonderfully by the team at Galloways with them going above and beyond to make everything happen. They even recommended a fantastic solicitors who, coupled with Galloways made a formidable team! In contrast to the online estate agent and solicitors used by our seller they were light years ahead. Although slightly cheaper than Galloways they were absolutely awful! i did not get a phone call in 7 weeks from the sellers estate agent and had to do all their work for them - Gallows on the other hand called me constantly with updates and were always available - filling me with confidence that everything was going to happen. I cannot speak more highly of them and would wholeheartedly recommend them to anyone who wants to sell their property in the area."
117 High Street,
London SE20 7DS
Tel +44 (0)20 8778 1120
West Norwood office:
282 Norwood Road,
London SE27 9AJ
Tel: +44 (0)20 8766 6111