Complaints Procedure


Fuller Gilbert & Company is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded.

Complaints Process

The aim of our complaints process is to resolve any issues or concerns as quickly as possible.

Our guidance for making a complaint in relation to:

Residential Sales, Lettings & Property Management

Stage One

All complaints in the first instance should be directed to the Head of Office of the office you have been dealing with, The Head of Office is published on our website under ‘Meet the Team’. Your complaint will be acknowledged within 3 working days, and we will endeavour to resolve your complaint immediately, and no later than 7 working days of the first notification to us.

Stage Two

If you remain dissatisfied, you can send your complaint and response from the Head Of Office in writing to Mr Jay Collins, Director, Fuller Gilbert & Company at: 95 High Street, Wimbledon Village, SW19 5EG, this should be within 7days of receiving the Stage 1 response, Mr Jay Collins will acknowledge your complaint within 3 working days of receipt of the email/letter and provide you with a full written response within 10 working days.

Stage Three

If you remain dissatisfied with Mr Collins’ response, you can write to Mr Jason Collins Chairman of Fuller Gilbert at: 95 High Street, Wimbledon Village,SW19 5EG, your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response and will offer you a face to face meeting on behalf of the Company within 15 working days of receipt of your letter.

Stage Four/Final Stage.

Once you have received a response from Mr Collins ‘Chairman’ and you remain unsatisfied with the response given you can approach The Property Ombudsman (TPOS) Details of how to do this is available on their website under Consumer Guide. Please note, you must do so within twelve months of the date of the final letter.

The Property Ombudsman “TPOS” will not consider your complaint until our internal procedures have been completed.

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