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CUSTOMER SERVICE STANDARDS

Exceptional customer service is the platform on which Gibbs Gillespie has built its business and every client has an assurance that his or her dealings with us will be treated as a priority.
The services we provide are tailored to meet the specific needs of each individual client and delivered in a professional, ethical and accountable manner.

SERVICE PRINCIPLES

Gibbs Gillespie and its staff will seek to:

  • Always provide a high quality, professional and expert service to our clients
  • Treat all customers equally
  • Get to know our customers personally and build lasting relationships
  • Be knowledgeable and forward thinking wherever possible
  • Set a positive example within our industry and the local communities in which we operate
  • Look to achieve the best results for our sellers, landlords, buyers and tenants
  • Answer calls quickly and, if we are unavailable, respond to messages within 24 hours
  • Clearly explain all transactional processes to clients and customers and keep them informed of progress
  • Set realistic expectations and strive to exceed standards
  • Adhere to industry best practices and codes of conduct at all times
  • Be clear and concise in our pricing and avoid using excessive “ small print”

DOCUMENTATION AND COMMUNICATION

We maintain the highest standards with documentation and communication, believing it essential to present material in a format that is well presented and contains everyday words and phrases. To help us communicate effectively with our clients, we contract the services of professionals in the areas of law, advertising and communication.

It is our practice to ensure clients understand the terminology used in contracts and we undertake to fully explain aspects they may be un-familiar. This does not, however, constitute legal advice and we strongly advise clients to consult a legal professional on matters of law.

Considerable care is taken with the preparation of property particulars and other relevant documentation to ensure contents are appropriate to the particular property and presented in a clear, easily understood format.

YOUR PRIVACY

We totally respect your privacy and will not divulge any personal information you provide us without a specific request for you to do so, or where we are required by law to reveal certain details.

You have the right to access any personal information we hold in respect of your dealings with Gibbs Gillespie

COMPLAINT RESOLUTION

Should you have any concerns relating to the handling of a transaction or believe any aspect of our service has not met your expectations, we would appreciate hearing from you. In the first instance, please discuss the matter with the Director or Branch Manager of the Gibbs Gillespie office concerned.

If you are not entirely satisfied with the resolution we ask that you contact our Customer Service Officer of your concerns in writing, so that he or she can assist in resolving the matter.

You can contact the Gibbs Gillespie Customer Service Officer by email at: customerservice@gibbs-gillespie.co.uk or by post to:

Customer Service Officer
Gibbs Gillespie
Headquarters
Chapel Lane Chambers
1 Chapel Lane
Pinner
Middlesex
HA5 1AA

Gibbs Gillespie will acknowledge your complaint and endeavour to resolve your concerns as soon as possible. Please ensure you provide as much detail as possible about the nature of your complaint or dispute, including the outcome you would like to achieve.

Our Customer Service Officer will oversee the complaints process and liaise with you and the relevant staff member/s or office Director/s to ensure the issues raised are fully examined and your complaint is handled in accordance with this process.

In the unlikely event that the matter cannot be satisfactorily resolved, you may refer your concerns to the Property Ombudsman on 01722 333306 or by post at Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

GIBBS GILLESPIE © 2015 All rights reserved Designe


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