Complaints Procedure

Last updated 13 August 2026

Our commitment

We aim to provide a consistently high standard of service, but if something has gone wrong we want to know about it and put it right. Eastgate is a member of The Property Ombudsman Scheme (membership number T13712), which means our service is backed by a free, independent review process if we cannot resolve a complaint ourselves.

How to raise a complaint

Please put your complaint in writing, marked "Complaint", either by email to contact@east-gate.com or by post to Eastgate, Port of Liverpool Building, Pier Head, Liverpool L3 1BY. Include your name, contact details, the property or service your complaint relates to, and as much detail as you can about what has gone wrong and what you would like us to do.

What happens next

We will acknowledge your complaint within three working days of receiving it. A senior member of the team who was not directly involved in the matter will then investigate. Within fifteen working days of the acknowledgement we will send you a written final viewpoint letter setting out our findings and any action we propose to take. If we need longer for a full investigation we will write to explain why and tell you when to expect our response.

If you remain dissatisfied

If you are not satisfied with our final viewpoint, or more than eight weeks have passed since you first raised the complaint, you can refer the matter to The Property Ombudsman free of charge. Referrals must be made within twelve months of the date of our final viewpoint letter. The Property Ombudsman provides a free, impartial and independent service for resolving disputes, and we are obliged to co-operate with any investigation. Contact: The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP; 01722 333306; admin@tpos.co.uk; tpos.co.uk.

Our membership

Our Property Ombudsman membership number is T13712. A copy of our membership certificate is available on request.