INTERNAL COMPLAINTS PROCEDURE
At Galloways, we are committed to providing a professional and high standard of service to all our clients and customers. However, if something goes wrong, we would like to hear about it so we can address the issue and improve our service.
If you wish to make a complaint, please submit it in writing, including as much detail as possible. Your complaint should be sent to:
Jon Sykes – Manager
282 Norwood Road
West Norwood
London
SE27 9AJ
Email: [email protected]
WHAT HAPPENS NEXT?
We will acknowledge receipt of your complaint in writing (by letter or email) within three working days, enclosing a copy of this complaints procedure.
We will then carry out a full investigation into your complaint. This will include reviewing relevant documentation and speaking with any members of staff involved.
We will provide you with a formal written response outlining the outcome of our investigation within 15 working days of our acknowledgement.
STAGE TWO – REVIEW
If you remain dissatisfied with our response, you may request a further review. This will be carried out by a senior member of staff.
Please submit your request for a review to:
Steve Carpenter – Director
117 High Street
Penge
London
SE20 7DS
Email: [email protected]
We will respond with our final viewpoint within 15 working days of receiving your request for a review.
FURTHER ESCALATION
If you are still not satisfied following our final response, you may refer your complaint to:
The Property Ombudsman
43–55 Milford Street
Salisbury
SP1 2BP
Telephone: 01722 333306
Website: www.tpos.co.uk