Complaints Procedure


Complaints Handling Procedure

If a client/applicant/prospective purchaser wishes to make a complaint it can be made verbally but must be followed by a written complaint so that we can fully understand the issue.  Until the written complaint is received by TWG (1857) Limited t/a TW Gaze the process of dealing with it will not commence. This is to ensure that we fully understand exactly what your complaint is and that we have a written record of it.

 Complaints should be addressed to:

M B Sarson MRICS, TW Gaze, 10 Market Hill, Diss, IP22 4WJ.

 A written acknowledgement to the complaint will be given within three working days. The complaint will then be fully investigated by a Member of TW Gaze and a detailed written response given within fifteen days from the date of receipt of the written complaint, if this is not possible an update will be provided. We will try to resolve the complaint to your satisfaction.

 If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a different senior member of staff or director. We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter.

 If we are unable to resolve the complaint to your satisfaction or eight weeks have elapsed from the date of initial written complaint you then have the opportunity to take your complaint to the final stage of our Complaints Handling Procedure, which for individual consumers is The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Tel: 01722 333 306 or email 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. If you are a business, please contact the RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry CV4 8JE.


 Amended August 2022