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If you have a problem, we can help
We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint.Â If so, we will always try to resolve the problem quickly and to your satisfaction.Â If you are unhappy with our response, you can take your complaint further through our complaints procedure.
All complaints received must be in writing/email.Â All written complaints must be signed.Â Staff will provide assistance to the person making the complaint, with the assurance that the complaint will be treated sensitively and confidentially as far as possible.
Where you first make your complaint
We aim to resolve your concerns within 24 hours.Â Sometimes it may take longer to look into the matter fully.Â If this happens, we will acknowledge the complaint in writing within three working days â and a proper investigation promptly undertaken.Â A formal written outcome of the investigation will be sent to you within 15 working days.
Often the people you first raise the matter with are able to help, but there may be occasions when a Manager needs to become involved.
If you are still not happy
In the unlikely event that you remain unhappy, you can ask for your complaint to be referred to a Director for further review.Â If you are still not satisfied after the review, you can, at this stage, ask The Property Ombudsman to help.
Taylor Gibbs fully supports and is a member of The Property Ombudsman Scheme.Â They are impartial and conduct independent investigations.Â
Following our complaints procedure does not affect your legal rights.
PrOmbudsman contact details
33 Highgate High Street
020 8341 0123, 020 8348 8105