At Gieva Estates, we value our customers greatly and believe you possess
the entitlement to receive fair, prompt, and respectful service always.

Phase 1
Initially, if you cannot settle the issue through informal means, you should contact the staff member who assisted you, or their manager, so that they have an opportunity to make things right. In your letter, you should outline the specifics of your complaint and how it has affected you as a result and the solution you are pursuing. We will acknowledge your complaint within three business days. Within 15 business days of receiving it, you should receive a response and an explanation. If you’re uncertain about which staff member to contact, your Please send your complaint to your local office.

Phase 2
If you are not happy with the first response to your complaint, then you can contact your local office to request both your complaint and the corresponding response in writing to be evaluated. You will receive confirmation of your request within three business days of receipt and a response within 15 business days. Our goal is to address all issues promptly. Nevertheless, inevitably certain issues may be more complex and therefore might need additional time to conduct a thorough investigation. As a result, the timelines provided for managing and responding to complaints can be indicative. If an issue requires further attention, a thorough investigation, you will be provided with a preliminary response outlining What steps are being taken to address the issue, and when can a complete response be expected? anticipated and by whom.

If you believe the issue is still unresolved, it’s important to bring up your concerns. Submit a complaint to the manager at the office, who will carry out and conduct an investigation and provide a final perspective. If, in the rare case, you haven’t heard back within 8 weeks or if you are still dissatisfied, you may refer the matter to The Property Ombudsman at the following address (TPO):

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

www.tpos.co.uk

You should submit your complaint to The Property Ombudsman. within 12 months after receiving our final viewpoint letter, encompassing any proof to back up your argument. The Property Ombudsman mandates that all complaints must be addressed through our internal complaints procedure, prior to being submitted for a standalone evaluation.