Gordon & Co.’s Complaints Procedure Speak to your point of contact Resolved?
To get a quick solution to any problem, please initially raise your concerns verbally with your point of contact in the office you are dealing with.
Yes
No
Write to the line manager Resolved?
Once received, your written complaint will be acknowledged within three working days and the line manager will send a written response within 15 working days.
Yes
No
Write a formal complaint to senior management Resolved?
Yes
Once received, your written complaint will be acknowledged by a senior manager within three working days and a formal investigation will be carried out. Following the senior manager’s investigation, a formal written response outlining Gordon & Co.‘s final position and any offer of compensation will be sent within 15 working days.
No
Refer your complaint to The Property Ombudsman
Our letter will detail that you can refer this matter to the Ombudsman, but this referral must be made within 12 months of receipt of our final position. The Property Ombudsman will only look into your complaint if you have completed our full complaints procedure.
For further information, please call us on: 0203 667 8000 or email us at: enquiries@goandco.co.uk Gordon & Co. is a member of The Property Ombudsman, their contact details are: www.tpos.co.uk or 01722 333 306 The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP