Complaints Handling Policy

Our complaints policy
We are committed to providing high-quality property letting services to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with full details. You can email or by post to:
3gates Property Lettings
30 New Durham Road

What will happen next?
1. We will send you acknowledgment of receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint and offer a response within 15 working days.
3. We may invite you to attend a meeting to discuss the complaint and how we can resolve the issue.
4. If you do not want a meeting or it is not possible, we will send you a written response to your complaint, including suggestions for resolving the matter.
5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a separate review.
6. Your complaint will be reinvestigated and we will offer a response within 15 working days.
7. Following the conclusion of the investigation we will provide a written final view statement. If you are still not satisfied, you can then contact the Property Ombudsman within 12 months.

The Property Ombudsman
Milford House
43-55 Milford Street