Tell us what went wrong.
We will listen and investigate fairly.
We aim to give every landlord and tenant a high standard of service. If we fall short, this is how to raise your concerns and what you can expect from us.
The response times below are those in our complaints procedure. The 15-working-day response period starts from our acknowledgement.
Email your complaint with your details and a clear explanation of your concerns.
We acknowledge your complaint and tell you which department manager will handle it.
The department manager reviews the facts and sends a formal written response.
Ask in writing for a second-line investigation by a Senior Manager or the Managing Director.
If unresolved, you may refer the complaint to The Property Ombudsman.
Please put your complaint in writing. Include:
Relevant dates, copies of correspondence and the outcome you are seeking can also help us understand the issue. Keep a copy of your complaint and our replies.
Start an emailThe appropriate department manager will review your file, communications and time-stamped system notes, speak with the team member involved, and assess the issue fairly and objectively.
We will acknowledge your complaint within 3 working days and send a formal written response within 15 working days of acknowledgement.
You may request a second-line investigation by a Senior Manager or the Managing Director. Please make your request in writing and explain which points remain unresolved.
Request a senior reviewIf you remain dissatisfied after our final response, or more than 8 weeks have passed since your initial complaint and it remains unresolved, you may refer your complaint to The Property Ombudsman.
Independent consideration of your complaint after you have given us the opportunity to resolve it through our in-house procedure.
Referral deadline: 12 months
Refer your complaint within 12 months of receiving our final response.
You may also contact our professional body. Propertymark considers complaints about breaches of its Conduct and Membership Rules; its role is separate from independent redress.
Arbon House, 6 Tournament CourtAt CGT Lettings, we are committed to providing all of our landlords and tenants with the highest standards of customer service. However, we understand there may be occasions where our service falls short of expectations.
To protect your interests and resolve any issues as efficiently and fairly as possible, we follow a formal complaints procedure that complies with the standards of our regulatory bodies.
Please submit your complaint in writing to complaints@cgtlettings.com. Include your full name, contact information, property address (if relevant), and a clear explanation of your concerns.
We will acknowledge your complaint within 3 working days and provide the contact details of the department manager who will handle your case.
Your complaint will be investigated by the appropriate department manager, who will:
You will receive a formal written response within 15 working days of the acknowledgement.
If you are not satisfied with the outcome, you may request a second-line investigation by a Senior Manager or the Managing Director. This request must be made in writing.
You may also submit your complaint by post to: CGT Lettings Ltd, 109 Promenade, Cheltenham, GL50 1NW.
If more than 8 weeks have passed since your initial complaint, or you remain dissatisfied after our final response, you may refer your complaint to The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL. www.tpos.co.uk.
You may also contact our professional body: ARLA Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG. www.propertymark.co.uk.
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response. The Ombudsman requires that complaints are addressed through our in-house procedure before independent review; referral is also available after more than 8 weeks if the complaint is ignored or unresolved.
We hope to resolve all complaints quickly and fairly, and thank you for giving us the opportunity to do so.
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