Complaints

OVERVIEW

Garrington Asset Management Ltd aims to provide the highest standards of service to all our clients. 

 To ensure that these standards are being maintained, the company has a formal complaints procedure in place in the event that you do not feel that an acceptable standard was adhered to.

We would ask that our clients immediately notify us of their complaints so that we have the opportunity to put matters right.

We aim to resolve your complaint as quickly as possible. Our internal procedure provides a structure for the matter to be dealt with directly by a member of our Management Team and/or Directors. Complaints must be made in writing (by email or post) so that they can be properly investigated.

HOW AND WHERE TO COMPLAIN                                                                     

If you are unsatisfied with any aspect of our service, in the first instant please contact your Portfolio Manager directly, by letter or email.

 If your complaint relates to your Portfolio Manager, please contact the Operations Manager. Their details are available on request by calling Garrington’s Head Office on

020 7099 2773 or by emailing complaints@garringtonam.co.uk

Alternatively, please write to:

Operations Manager
Garrington Asset Management Ltd
53 Davies Street
London
W1K 5JH

HOW LONG WILL IT TAKE?                                                                         

Your complaint will be acknowledged within 3 working days from the date we receive notification of your complaint. Your compliant will then be investigated thoroughly in accordance with established in-house procedures. A formal reply will be sent to you within 15 working days of receipt of your complaint.

 You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

FURTHER INVESTIGATION                                                         

In exceptional circumstances, if you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director at the address given below:

Managing Director
Garrington Asset Management
53 Davies Street
London
W1K 5JH

IF YOU REMAIN UNSATISFIED                   

Garrington Asset Management Ltd is a member of The Property Ombudsman Scheme. In the event that the final review and response to your complaint still fails to satisfy you, then you are at liberty to refer the matter to The Property Ombudsman within 12 months from the date of our final viewpoint letter. The Property Ombudsman provides independent Alternative Dispute Resolution at no cost to consumers. We will submit our file to The Property Ombudsman on request.

You are also entitled to have your complaint referred to The Property Ombudsman should we fail to deal with matters promptly or if we have not issued a final viewpoint letter within 8 weeks of receiving your written complaint.

 You can write to them at:

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Telephone: +44 (0) 1722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

PROPERTYMARK

Garrington Asset Management Ltd is also a member of Propertymark. Propertymark has its own conduct and disciplinary process for members. You may raise a complaint with Propertymark in accordance with their complaints procedure. Further information can be found here: Propertymark Complaints.

ACCESSIBILITY AND SUPPORT

If you require this procedure in an alternative format, or need assistance due to disability or personal circumstances, please let us know. We will make reasonable adjustments in accordance with the Equality Act 2010.

DATA PROTECTION

We handle all personal data in accordance with UK GDPR and the Data Protection Act 2018. Complaint records are retained for a minimum of six years. Further details are available in our Privacy Policy.

Last updated March 2026 – version 1.0.3.26