In-house complaints procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Please put your complaint in writing either by letter or email and address it to Miss L. Rogers (Manager). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Miss L Rogers
17 Stone Street
DA11 0NH

Tel: 01474 569000
Fax: 01474 569003

Your complaint will be acknowledged by ourselves within 3 working days of receiving your complaint and we will start our in house complaints process.

Within 15 working days of receiving the initial complaint; your complaint will be investigated and Miss L. Rogers will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

If, however, you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Miss L. Rogers. This will outline our final viewpoint on the matter at hand.

This will be completed within 15 working days of receiving your request for a further review.

If our final viewpoint letter does not resolve matters (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. It is important to not that you must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

The Property Ombudsman
Milford House
43-45 Milford Street

Tel: 01722 333306

If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.

No charge will be made for any complaint we handle.


Maltbys Ltd, 17 Stone Street, Gravesend DA11 ONH   01474 569000    Complaints Procedure