Complaints Procedure
We are committed to providing a professional service. If something goes wrong, here is how we will put it right.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. 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.
Contact Us Directly
In the first instance, we encourage you to contact us directly to discuss your concern. Many issues can be resolved informally and promptly through a conversation.
Phone
0161 797 6967
info@mcgowanlettings.co.uk
+44 7457 428720
Submit a Written Complaint
If you are unable to resolve the issue informally, please put your complaint in writing with as much detail as possible.
Your written complaint should include:
- Your name and contact details
- The property address (if applicable)
- A clear description of your complaint
- Any relevant dates, correspondence, or supporting documents
- The outcome you are seeking
Post: McGowan Residential Lettings Ltd, PO Box 546, Bury, BL8 9HB
Email: info@mcgowanlettings.co.uk
Acknowledgement & Investigation
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- Acknowledgement within 3 working days
- Complaint investigated by the office manager
- Written outcome sent within 15 working days of acknowledgement
Request a Senior Review
If you are still not satisfied at this stage, 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.
The Property Ombudsman
If you are still not satisfied after our in-house procedure, 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.
The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Our Commitment
We value all feedback and use complaints as an opportunity to improve our services. Every complaint is reviewed at a senior level and, where appropriate, changes are made to our processes.
McGowan Residential Lettings Ltd is a member of The Property Ombudsman scheme and is committed to following the TPO Code of Practice for Residential Letting Agents.