01702 443 555

Complaints Handling

Gateway are continuing to forge ways in which to give excellent customer service and enhance your customer experience; however, we understand that issues may arise and, in accordance with our customer commitment, we have set out the following complaints procedure.

  1. If you have a complaint, we encourage our customers to speak to their main contact; the Property Manager, in order to respond confidently and efficiently. We find this can resolve an issue expediently and to your satisfaction, whether on the phone or face-to-face.

  2. If the initial approach has not resolved your complaint, we ask for you to put your complaint in writing to:

    We ask you to set out the issue in question, including any corresponding information or details, for us to deal with your issue as efficiently and expediently as possible. Please include your contact numbers and the name of the individual you have been liaising with. Your letter will be acknowledged within 3 working days with a full response within 15 working days of receipt.

  3. If you remain unsatisfied with your response, you may write to the Chief Operating Officer who will review your complaint and respond within 15 working days.

  4. If, following their response, you are still not satisfied, we ask that you contact The Property Ombudsman, which provides a free and independent service. Their details are:

    01722 333 306
    01722 332 296