Our Complaints Procedure

We hope there would never be a time when a complaint is needed, but do understand that we aren’t all perfect…not all the time, so we need to know when things aren’t right. However big or small we do want to know, it’s so important to us to know that every client is happy with our service but if not, we can rectify the issue, learn from it and improve our services.

Our In House Complaints Procedure

We have very high standards and are committed to providing a professional service to the best of our abilities to all of our clients and customers.
Please do write to us, explaining your complaint or concern in as much detail as possible. This will be looked into by the Branch Manager and escalated to our Sales Director if needed.

We will write to you to confirm receipt of your complaint within 3 days of receiving it and include a copy of our complaints procedure. We then have 15 days to investigate the issue and reply in writing to you with a formal written outcome of our investigation. We will confirm who is handling your complaint, what action will be taken to resolve the issue and how long it will take to resolve.

You will find a copy of our complaints procedure on our website. You can also request a copy of our complaints procedure by contacting our Head Office by telephone 01843 272200, by email sarah@guildcrestestates.co.uk or in writing to 1 The Laurels, Manston Business Park, Ramsgate, Kent, CT12 5NQ.

If you are not satisfied with our response, or we have not replied to you within the above listed timeframe, you can refer your complaint to The Property Ombudsman for an independent review. Your complaint must be submitted to The Property Ombudsman within six months of receiving our final outcome letter, including any evidence to support your case.

You can write to The Property Ombudsman Ltd at Milford House 43-45 Milford Street Salisbury Wiltshire S91 2BP, telephone 01722 333 306 or email www.tpos.co.uk. All complaints must be addressed through our in house complaints procedure before being sent to The Property Ombudsman.

Guildcrest Estates Ltd are members of The Property Ombudsman, registration number TO6735.

On the exceptionally rare occasion that you are not satisfied that you complaint has been resolved through our in house complaints procedure or The Property Ombudsman, you can register your complaint with Propertymark, the professional body for the property sector | Propertymark

Complaints Procedure – Data Handling

If you wish to raise a complaint regarding the way we have handled your personal data, please contact us in writing. Please send your letter to: Guildcrest Estates, 1 The Laurels, Manston Business Park, Ramsgate, Kent, CT12 5NQ.

If you are not satisfied with our response, you can contact the Information Comissioner’s Office at Further details can be found at www.ico.org.uk or call 0303 123 1113.

If you wish to make a complaint to the ICO, you will need have the following information:

• Copies of any letters or emails between you and the organisation that contain details of your request(s) for information.
• A copy of your request for an internal review (where appropriate).
• A letter of consent from the person you are complaining for, if you are complaining for someone else.
• Other evidence of your concern.
• For The Data Protection Act 2018 and General Data Protection Regulation (EU) 2016/679, the data controllers are Guildcrest Estates Ltd. Their office is registered in England under company registration number 13135084 and whose registered address is 1 Percy Avenue, Broadstairs, Kent CT10 3LB.
  Guildcrest Estates are registered with the Information Commissioner’s Office, registration number ZB040394.

Our Company Information

Guildcrest Estates Ltd, registered in England, company registration number 13135084. Registered office of Guildcrest Estates Ltd is 1 Percy Avenue, Broadstairs, Kent CT10 3LB.
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Guildcrest Estates Ltd is VAT registered.
VAT registration number 374428871