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Complaints Procedure 

Thorgills strives to provide the highest standard of service to our customers and clients at all times. To ensure that your interests are safeguarded, we have a formal complaints procedure with the following aims in mind: 

• To ensure it is easy and straightforward for you to make a complaint. 
• To explain the next steps once you have made a complaint. 
• To provide an open minded, unbiased response. 
• To prevent future complaints. 

In the first instance, we ask you to put your complaint in writing, which we will acknowledge within three working days. A manager will investigate the matter , and you will receive a formal written response within fifteen working days. If the manager’s response to your complaint does not satisfy you, a senior manager will review the case and give Thorgills’ final viewpoint within 15 working days. 

Please send your complaint by email to or by post to Thorgills, 44 High Street, Brentford, TW8 0BB 

In the event that the final review fails to satisfy your complaint, you can refer the case to The Property Ombudsman within twelve months. You can contact The Property Ombudsman at Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP. For more information please refer to The Property Ombudsman’s Consumer Guide available on

Get in touch

Call us on 020 8994 9886 or use the contact form below