Complaints Procedure

If you have a complaint, please contact us with the details. We would normally ask you to put this in writing, addressed to:

Mr Simon Trippett – Partner
The Property Centre
8 Sabre Close
Quedgeley
Gloucester
GL2 4NZ

Or if your complaint regards our financial services, please contact us Neil Maddy addressed to:

Mr Neil Maddy - Operations & Development Manager
The Property Centre
8 Sabre Close
Quedgeley
Gloucester
GL2 4NZ

What will happen next? 

1. We will send you a letter/e-mail acknowledging receipt of your complaint within three days of receiving it.

2. We will then investigate your complaint. This will normally involve recipient of your letter reviewing the matter and speaking to the members of staff involved.

3. Simon Trippett, or in cases of financial services, Neil Maddy, will endeavour to send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter. Alternatively, they will invite you to a meeting to discuss and hopefully resolve the matter. They will endeavour to do this within 14 days of sending you the acknowledgement letter/e-mail.

4. Within five working days of the reply/meeting, Simon Trippett/Hannah Richards will write/e-mail to you to confirm what took place and any solutions they have agreed with you.

5. If your issue regards The Property Centre and you are still not satisfied, you can then contact:

Property Redress Scheme (https://www.theprs.co.uk)
Premier House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

However, for financial services please contact:

Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/)