Complaints Policy


Greenaway Residential Ltd prides itself on the level of its customer service.  However, occasionally things do go wrong and you may need to complain.  Please see our complaints procedure below. 

Information For Our Customers

Greenaway Residential Ltd is a member of The Property Ombudsman (TPO) and as such aims to provide the highest standards of service to all our customers.  To ensure that your interests are safeguarded, we have a Complaints Process in place.  The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One – Please speak to the member of staff or the Branch Manager

All complaints should, in the first instance, be directed verbally to the Manager of the Greenaway Residential office you have been dealing with.  They will endeavour to resolve your complaint immediately or within five working days of the first notification.

Stage Two – Write to the Branch Manager

Should you feel your complaint has not been dealt with to your satisfaction then please write to the Branch Manager.  Please state what the problem is, how they have failed to resolve the issue for you and what resolution you are seeking.  The Branch Manager will in the first instance acknowledge your complaint in writing within three days of receipt and will then seek to resolve this either by speaking to you directly once again or will respond in writing to resolve the problem within five working days.

Stage Three – Write to the Managing Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Managing Director Darren Greenaway.  You must write to him by recorded delivery within one month of receiving the Office response.  Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.  A formal written outcome of the investigation will be sent to you within 15 working days.  However should your complaint involve an in-depth review of the systems, statements from the team members and the need to request further information from yourself this may take longer but if this is the case this will be communicated with yourself.

Darren Greenaway
Managing Director
Boscobel House
109 High Street
West Sussex
RH10 1DD 

Stage Four – The Property Ombudsman

After you have received a response from the Managing Director, you may approach the Property Ombudsman if you are not satisfied with the response given.  They can be contacted at Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP or call 01722 333306.  Please note that you must do so within six months of the date of the final letter.  The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.