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Supporting clients and customers for over 20 years.

Complaints Handling

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:

  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 formally complain, in writing, to:
    Compliance Officer Gateway Property Management Ltd
    Gateway House
    10 Coopers Way
    Essex SS2 5TE
    We ask that you set out the issue in question, including any corresponding information or details, in order for us to deal with your issue as efficiently and as expediently as possible. Please include your contact numbers, an email address (if you have one) 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 our response, you may (within 14 days of receipt of our response in accordance with point 2 above) write to the Director of Operations who will review your complaint and respond within a further 15 working days.
  4. If no further response has been received from you in accordance with point 3 above, we will deem your complaint as resolved.
  5. If you are dissatisfied with the response from the Director of Operations, we ask that you contact The Property Ombudsman which provides a free and independent service. Their details are:
    The Property Ombudsman Milford House
    Gateway House
    43–45 Milford Street
    SP1 2BP
    01722 333 306
    01722 332 296
    Please be aware that you have up to 12 months from the date of this correspondence to refer your complaint to the Ombudsman in writing.