Grays Residential Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or do not speak English as a first language.
Gray’s Residential Limited is a member of the Property Ombudsman.
Our Procedure
Stage 1: Your Complaint
Please put your complaint in writing by letter or email and address it to Mr. Ryan Gray, Company Director. Please include as much detail as possible, including dates, names of any members of staff you’ve dealt with, and where you are able to, enclose/attach any supporting evidence.
Address: 272 London Road, Wallington, Surrey, SM6 7DJ
Email: [email protected]
Timescale: Please endeavour to make any complaint as quickly as possible after any incident occurs.
Stage 2: Our Acknowledgement
Your complaint will be acknowledged, and we will start our in-house complaints procedure.
Timescale: Within 3 working days of receiving your complaint.
Stage 3: Our Investigation
Your complaint will be investigated, and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale: Within 15 working days of receiving your complaint.
Stage 4: The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:
The Property Ombudsman
43-55 Milford Street, Salisbury, SP1 2BP
Tel: 01722 333306
Website: www.tpos.co.uk
Email: [email protected]
Timescale: Within 12 months of the date of our final viewpoint letter.
If we have not addressed your complaints within eight weeks, you can refer your complaint to the Property Ombudsman.
No charge will be made for any complaint that we handle.