At Elizabeth Gaughan Homes Ltd, we are committed to delivering the highest level of service to all our clients and customers. However, we understand that sometimes things don’t go as planned. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us to continuously improve.

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How to Make a Complaint

Please submit your complaint in writing, including as much relevant detail as possible, to the following address:

Elizabeth Gaughan
Elizabeth Gaughan Homes Ltd
122 Wollaton Road
Beeston
Nottingham
NG9 2PE
 

Alternatively, you can email: elizabeth@eghomesltd.com

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What Happens Next?

1. Acknowledgement
   We will acknowledge receipt of your complaint in writing within three working days, enclosing a copy of this complaints procedure.

2. Investigation
   Your complaint will be investigated by the Office Manager, who will review your file and speak with the member of staff involved. You will receive a formal written response outlining the outcome of the investigation within 15 working days of our acknowledgment.

3. Further Review (if required)
   If you are not satisfied with the outcome, you can request a further review. This will be carried out by a senior member of the team who has not previously been involved. You will receive a final written response within 15 working days of your review request.

 

Still Not Satisfied?

If you remain dissatisfied with our final response — or if more than 8 weeks have passed since you first made your complaint — you may refer the matter to The Property Ombudsman for an independent review:
 

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

📞 01722 333 306
📧 admin@tpos.co.uk
🌐 www.tpos.co.uk

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Important Notes:

• You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.

• Before contacting the Ombudsman, please ensure your complaint has gone through our full internal procedure as outlined above.