Gateway are continuing to forge ways in which to give excellent customer service and enhance your customer experience. We do understand that, from time to time, issues may arise.
In accordance with our customer commitment, we have set out the following complaints procedure:
If you have a complaint, we encourage our customers to speak to their main contact to discuss and address the issues that have arisen. We find this can resolve an issue expediently and to your satisfaction, whether on the phone or face-to-face.
If the initial approach has not resolved your complaint, we ask for you to formally complain, in writing, by email or post:
We ask that you set out the issue in question, including any corresponding information or details, for us to investigate your issue. Please include your name and contact information, as well as the name of the individual you have been liaising with.
Your complaint will be acknowledged within 3 working days with a full response within 15 working days of receipt.
If you remain unsatisfied with our response, you may, within 14 days of receipt of our response in accordance with Stage 2, write to the Head of Customer Services requesting that your complaint is escalated to Stage 3: Final Review. We will let you know how this will be carried out, depending on the exact nature of your concerns.
Stage 3 complaints will be reviewed by a member of the Senior Management Team.
Your complaint will be carefully reviewed, and Gateway will take full account of all issues and any actions taken or proposed. We will always seek the best possible outcome for you and use this to guide our final decision.
A final response will be issued within 15 working days of the Stage 3 request being submitted to the Head of Customer Services. If no further response has been received from you in accordance with the above, we will deem your complaint as resolved.
If you are dissatisfied with the response from Stage 3, we ask that you contact The Property Ombudsman, which is an independent body that deals with property-related complaints for many different organisations in the UK.
Please be aware that you have up to 12 months from the date of our Stage 3 response to refer your complaint to the Ombudsman in writing.