We are committed to providing a high quality, accessible and responsive service to all lessees and freeholders with whom we work. If you believe that we have failed to meet these standards, we aim to ensure your complaint is dealt with in a swift and thorough fashion, treating all complaints seriously, promptly and in confidence.

Please use this procedure if your initial concern has not been resolved by the member of staff with whom you were dealing and to ensure you have the correct contact details:

Patrick Gardner Management Co Ltd
43 High Street
Great Bookham
KT23 4AD

Phone: 01372 452209

How do I raise a complaint?

Stage 1.  The relevant manager will respond to your complaint acknowledging receipt within 3 working days and provide a copy of the complaint’s procedure. Following this communication, the manager will investigate your complaint and communicate with you and provide a written response within 15 working days.

If you are not happy with the outcome, please let us know within 7 days from the receipt of the Stage 1 communication.

Stage 2.  A Director will look into your case and try to resolve your complaint.  Again a written response will be provided within a further 15 working days.

Stage 3.  If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then you can take the matter up with The Property Ombudsman, without charge.

The Property Ombudsman:

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Tel: 01722 333 306