Complaints Procedure

FULLER GILBERT & COMPANY LIMITED IN HOUSE COMPLAINTS HANDLING PROCDURE

1. Purpose

At Fuller Gilbert & Company Limited, we are committed to delivering high standards of service. We take complaints seriously and view them as an opportunity to improve. This document sets out our formal complaints procedure in line with the guidelines of The Property Ombudsman (TPO) Scheme, to which we subscribe.

2. Scope

This procedure applies to all complaints made by clients, applicants, landlords, tenants, buyers, sellers, and any other party using our estate agency services.

3. What is a Complaint?

A complaint is defined as:

"An expression of dissatisfaction, whether oral or written, about the standard of service you have received from our agency."

This includes (but is not limited to): poor communication, breach of the TPO Code of Practice, missed appointments, delays, or unprofessional behaviour by staff.

4. How to Make a Complaint

Complaints should be submitted in writing to ensure a clear and formal record. You may contact us by:

• Email: info@fullergilbert.co.uk
• Post: 95 High Street Wimbledon, London SW19 5EG

Please include:

• Your name and contact details
• The property address (if applicable)
• A detailed description of the complaint
• Any supporting evidence

5. Our Complaints Handling Process

Stage 1 – Internal Investigation

1 Acknowledgement

• We will acknowledge your complaint in writing within 3 working days of receipt.

2 Investigation

• • Your complaint will be fully investigated by a Senior Manager not directly involved in the matter.
  • We may contact you to clarify details or request further information.
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3 Response

• • A formal written outcome of our investigation will be sent to you within 15 working days of our acknowledgement.
  • If further time is required, we will update you and provide a revised timeline. 

4 Response

• • If we uphold your complaint, we will explain what went wrong and the steps taken to correct it.
  • If the complaint is not upheld, we will explain our decision clearly and respectfully.

Stage 2 – Final Review (if not resolved)

• If you remain dissatisfied, you may request a final internal review by a Director or Senior Partner.
• We will respond to this within 15 working days with a final viewpoint letter.

Stage 3 – The Property Ombudsman

If you are still not satisfied with our final response, or if 8 weeks have passed since your original complaint and the matter remains unresolved, you may refer your complaint to:

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

TPO will consider complaints free of charge, but only after you have completed our internal complaints process.

6. Record Keeping and Monitoring

All complaints will be logged and monitored for service trends. Regular reviews of complaints help us enhance training and prevent future issues.

7. Confidentiality

All complaints are handled with discretion. Personal data is processed in line with our Privacy Policy and UK GDPR requirements.

8. Review of This Procedure

This policy is reviewed annually or in response to regulatory or operational changes.