Complaints Procedure

Stage one: Internal review

Initial complaint: The office manager will investigate your complaint by reviewing your file and speaking to the relevant staff member.

Written outcome: You will receive a formal, written outcome of the investigation within 21 working days of your acknowledgement letter.

Stage two: Senior review

Request a review: If you are not satisfied with the first response, you can request a separate review by a senior member of staff.

Final viewpoint: The company will write to you within 21 working days of this request, confirming their final position.

Stage three: Independent review

Involve the Property Redress Scheme: If you are still not satisfied after the final stage of the internal process, you can submit your complaint to the Property Redress Scheme for an independent review.

Timeline: You must contact the Property Redress Scheme within 12 months of receiving Chesterfield Gordon’s final viewpoint letter. The scheme requires that you first complete the company’s full internal complaints procedure.