Gilson Bailey

Complaints Procedure

Complaints Procedure

Gilson Bailey, are members of The Property Ombudsman and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by senior members of our teams and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint, please write in the first instance to:

Sales – Norwich

Stuart Baird MNAEA
Gilson Bailey & Partners
32 Prince of Wales Road
Norfolk NR1 1LG


Helen Hall MARLA
Gilson Bailey Lettings
32 Prince of Wales Road

Sales – Brundall

Scott Hughes
Gilson Bailey Brundall
1 Station Road
Norfolk NR13 5LA

Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures, and a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome or our initial investigation, you are provided with a further opportunity to have the complaint reviewed by one of the Directors, and in this instance, please direct your correspondence to Donna Barrett-Smith MNAEA at the Norwich office address. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

The contact details for the Ombudsman are detailed below:

Complaints Procedure

The Property Ombudsman

Milford House
43-55 Milford Street
Wiltshire SP1 2BP

Tel: 01722 333306
Fax: 01722 332296

You may also wish to visit the website for The Property Ombudsman and this can be found at

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.

If you feel your complaint has not been satisfactorily dealt with by ourselves and The Property Ombudsman, you can send your complaint to Propertymark. Propertymark investigates complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

T: 01926 496 791

Last Updated October 2023

Complaints Procedure
Complaints Procedure