Complaints Procedure 

Gough Homes Limited, trading as Annafield Estates, procedure for handling complaints is as follows:

1. We are sorry to hear that you wish to make a complaint.

Annafield Estates is independently owned and operated, our office has a local Director who will be, in part or in whole, the owner of the branch. In the first instance, please direct your complaint in writing to the Branch Manager. Your complaint will be acknowledged within three working days. The Branch Manager will conduct a full and thorough investigation and a full written response will be sent to you within 15 working days.

2. We apologise if you remain dissatisfied.

If you feel the matter remains unresolved you should write to the Director of Annafield Estates outlining and explaining why you are unhappy with the Branch Managers response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

3. Independent redress.

In the unlikely event that you are still dissatisfied with the Annafield Estates Director’s response then you may refer the matter to The Property Ombudsman at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

4. What happens next?

The Property Ombudsman will confirm to you, that your complaint has been received. They will write to the Director of Annafield Estates, enclosing a copy of your complaints form. The Property Ombudsman will request sight of our file and a statement describing our version of events. The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision, which is binding upon the branch in question.