Complaints Handling Procedure

GCS Property Management Limited views all complaints as opportunities to improve the service we provide to our customers and other parties that we deal within the course of our business.  Our positive complaints handling procedure has been established to comply with the regulatory requirements within our business sector.
We have adopted the following procedure which will be followed in dealing with any complaint received:

1. If you would wish to make a complaint please put this in writing to “Complaints Handling” GCS Property Management Ltd, Springfield House, 23 Oatlands Drive, Weybridge, Surrey KT13 9LZ or e-mail to complaints@gcsproperty.com.
2. Once we have received your written complaint, we will make contact with you in writing within seven days.  At this stage we will give you our understanding of your case and will invite you to make any further comments that you may have or seek clarification in respect of any relevant matters. 
3. Within 21 days of receipt of your written complaint, we will write to you to inform you of the outcome of our internal investigation into your complaint and let you know what actions, if any, we have taken or will take.  If, at this stage, we are unable to conclude our investigations, we will advise you accordingly, with reasons and confirm our anticipated timescale for conclusion.
4. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, please contact the Directors of GCS Property Management Ltd who will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
5. It is a condition of ARMA membership that we offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure.  GCS Property Management Limited is a member of the Surveyors Ombudsman Service and contact details are as follows:

Surveyors Ombudsman Service
P.O. Box 1021
Warrington
WA4 9FE
Tel : 0330 440 1634 or 01925 530270
Fax: 0330 440 1635 or 01925 530271
Textphone : 0330 440 1600 or 01925 430886
Email : enquiries@surveyors-ombudsman.org.uk
Website : www.surveyors-ombudsman.org.uk