Complaints Procedure

In the regrettable situation that you wish to make a complaint about Horton and Garton please follow these steps:

  1. Put your complaint in writing addressed to the Lettings/Sales Manager, Horton and Garton, 172 Kings Street, W6 0QU.
  2. We will acknowledge your complaint in writing within 5 working days. We will also start a full investigation.
  3. In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working days.
  4. If you are not satisfied with the full written response from the manager you can write to the Director. He will then respond to you with a statement of the final view of the matter within 15 working days of receipt.
  5. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP Tel. 01722 333 306, [email protected]

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 complaints procedure, before being submitted for an independent review.