Complaints Procedure – Our Commitment to You
At CGT Lettings, we are committed to providing all of our landlords and tenants with the highest standards of customer service. However, we understand there may be occasions where our service falls short of expectations.
To protect your interests and resolve any issues as efficiently and fairly as possible, we follow a formal complaints procedure that complies with the standards of our regulatory bodies.
Step-by-Step Complaints Process
1. Submit Your Complaint
Please submit your complaint in writing to:
complaints@cgtlettings.com
Include your full name, contact information, property address (if relevant), and a clear explanation of your concerns.
We will acknowledge your complaint within 3 working days and provide the contact details of the department manager who will handle your case.
2. Internal Investigation
Your complaint will be investigated by the appropriate department manager, who will:
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Review your file, communications, and time-stamped system notes
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Speak with the team member involved
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Assess the issue fairly and objectively
You will receive a formal written response within 15 working days of the acknowledgment.
3. Further Escalation (Second Line Review)
If you are not satisfied with the outcome, you may request a second-line investigation by a Senior Manager or the Managing Director. This request must be made in writing.
You may also submit your complaint by post to:
CGT Lettings Ltd
119 The Promenade
Cheltenham
Gloucestershire
GL50 1NW
4. Independent Redress
If more than 8 weeks have passed since your initial complaint, or you remain dissatisfied after our final response, you may refer your complaint to:
The Property Ombudsman
Milford House, 43-55 Milford Street,
Salisbury, Wiltshire, SP1 2BP
www.tpos.co.uk
You may also contact our professional body:
ARLA Propertymark
Arbon House, 6 Tournament Court,
Edgehill Drive, Warwick, CV34 6LG
www.propertymark.co.uk
Important Notes:
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You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.
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The Ombudsman will require you to have completed our in-house procedure before accepting your complaint.
We genuinely hope to resolve all complaints quickly and fairly, and we thank you for giving us the opportunity to do so.
