Complaints Policy
At Goodman & Lilley, we pride ourselves in delivering the highest possible professional standards of customer care
throughout the sales process. Should you feel we have fallen short in any area, we need you to let us know. Our
complaints policy is in place to ensure that we manage issues fairly, efficiently and effectively.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of
factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic
circumstances, bereavement or do not speak English as a first language
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with
the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may
be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
Portishead
- Rembrandt House, 36 High Street, Portishead, BS20 6EN
Manager:
Mandy Bushell
mandy@goodmanlilley.co.uk
Henleaze
- 156 Henleaze Road, Henleaze, Bristol, BS9 4NB
Manager:
Duncan Cleave
duncan@goodmanlilley.co.uk
Shirehampton
- 9 High Street, Shirehampton, Bristol, BS11 0DT
Assistant Manager:
Teresa Cox
teresa@goodmanlilley.co.uk
What will happen next?
- We will send you written acknowledgment of the receipt of your complaint within 3 working days of receiving
it, enclosing a copy of this procedure. - We will then investigate your complaint. This will normally be dealt with by the Branch Manager who will
review your file and speak to the member of staff who dealt with you. A formal written outcome of our
investigation will be sent to you within 15 working days of receipt of the original complaint. - If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review
to take place by a senior member of staff. - We will write to you within 15 working days of receiving your request for a review, confirming our final
viewpoint on the matter.
• If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint
was first made) you can request an independent review from The Property Ombudsman without charge.
Please note:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final
viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure,
before being submitted for an independent review.
You can contact The Property Ombudsman at:
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
www.tpos.co.uk/consumers/make-a-complaint