Legal
We are committed to resolving complaints promptly, fairly and transparently. This procedure explains how to raise a concern and how to escalate it to The Property Ombudsman if needed.
Version 1.0, May 2026. Next review due May 2027. Document owner: Teresa Glynn, Director. A PDF copy is available here.
This procedure applies to all complaints received by Glynn Management Services Ltd (GMS) from landlords, tenants, applicants and any other party affected by our services. GMS is a member of The Property Ombudsman scheme (TPO membership T14050) and is bound by the TPO Code of Practice for Residential Letting Agents (England). This procedure is designed to meet and exceed the requirements of that Code.
A complaint is any expression of dissatisfaction, written or verbal, about the service you have received from GMS or the conduct of any member of our team. You do not need to use the word "complaint" for us to treat your concern as one. This includes dissatisfaction with the standard of our services, how a matter was handled or communicated, fees or charges, the conduct of our staff, or a failure to act on instructions or meet agreed timescales.
Please raise your complaint in writing to our Director:
Teresa Glynn, Director
Glynn Management Services Ltd
Unit 7, Atlas Business Park, Balby Carr Bank, Doncaster DN4 5JT
Email: teresa@gm-services.co.uk
Telephone: 01302 244104
To help us investigate efficiently, please include your full name and contact details, the address of the property concerned, a clear description of your concern, copies of any relevant documents, and the outcome you are seeking.
We will acknowledge your complaint in writing within 3 working days. A senior member of staff not directly involved in the matter will investigate and provide a full written response within 15 working days. In complex cases we will write within 15 working days to explain any delay and confirm a revised date. All complaints are recorded at the time they are made, in line with the TPO Code.
If you are dissatisfied with our Stage 1 response, you may request a further internal review. A second, independent review will be conducted by a different senior member of our team who was not involved in the original matter. It will consider whether all relevant facts were taken into account, whether our response was fair and reasonable, and whether any further steps are appropriate. We will provide a written outcome within 15 working days of your request.
If you remain dissatisfied after Stage 2, we will issue a Final View letter setting out our final position, any settlement offer, your right to refer the matter to The Property Ombudsman, and the 12 month deadline for doing so. You may refer your complaint to TPO at any stage after our final view, or if your complaint has not been resolved within 8 weeks of first being raised with us.
The Property Ombudsman
Milford House, 43 to 55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone: 01722 333 306
Website: www.tpos.co.uk
You must give GMS the opportunity to investigate and respond before referring to TPO. TPO will not normally consider a complaint made more than 12 months after our Final View letter.
The Property Ombudsman provides a free, impartial service for resolving disputes between consumers and member agents. TPO can consider complaints from landlords, tenants and applicants, award compensation of up to £25,000 where appropriate, and require GMS to take corrective action or issue an apology. TPO cannot take enforcement action against GMS, deal with complaints relating solely to legal disputes or court proceedings, or consider a complaint already decided by a court.
We treat all complaints as an opportunity to improve. Where we identify a failure we will acknowledge it clearly, explain what went wrong, confirm what we will do to prevent a recurrence, and offer appropriate redress where the failure has caused financial loss or distress. We will never discriminate against anyone who raises a complaint. In line with the TPO Code, we keep a written record of all complaints for a minimum of 6 years from resolution, available to TPO on request.
In addition to TPO, you may seek resolution through the courts (for legal disputes concerning tenancy agreements, deposits or property damage) or through the Tenancy Deposit Scheme dispute resolution service for disputes relating to the return of a deposit.