Complaints Procedure for Garrington Asset Management

Garrington Asset Management Ltd aims to provide the highest standards of service to all our landlords and tenants. 

To ensure that these standards are being maintained, the company has a formal complaints procedure in place in the event that you do not feel that an acceptable standard was adhered to.

We would ask that our landlord or tenant immediately notify us of their complaint(s) so that we have the opportunity to put matters right.

We aim to resolve your complaint as quickly as possible. Our internal procedure provides a structure for the matter to be dealt with directly by a member of our Management Team and/or Directors.

How and where to complain

If you are unsatisfied with any aspect of our service, in the first instant please contact your Portfolio Manager directly, by letter or email.

If your complaint relates to your Portfolio Manager, please contact the Managing Director.

Their details are available on request by calling at Garrington’s Head Office directly on 01223 858310.

Alternatively, please write in the first instance to;

Operations Manager

Garrington Asset Management Ltd

53 Davies Street

London

W1K 5JH

How long will it take?

Your complaint will be acknowledged within 3 working days from the date we receive notification of your complaint.

Your compliant will then be investigated thoroughly in accordance with established in-house procedures. A formal reply will be sent to you within 15 working days of receipt of your complaint.

You should register a complaint as soon as you can after the date on which the event occurred.

If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further investigation

In exceptional circumstances, if you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Chairman at the address given below:

Chairman

Garrington

Milton Hall, Ely Road

Milton, Cambridge

CB24 6WZ

If you remain unsatisfied

In the event that the final review and response to your complaint still fails to satisfy you, then you are at liberty to refer the matter to The Property Ombudsman.  We will submit our file to The Property Ombudsman on request. 

You are also entitled to have your complaint referred to The Property Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

You can write to them at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Alternatively, you can phone: +44 (0) 1722 333 306

Last updated January 2023 – version 1.0.3.23