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Customer Care

James Gibb residential factors is a true people organisation, providing inspired factoring solutions built on core customer care values. Delivering on the expectations of honesty, clarity, quality and operational performance, our customer centric culture focuses on positive employee and customer service interactions, through which we provide our customers with an exemplary service package.

James Gibb ‘think customer’

At James Gibb, we do not just go through the motions; we really do care how our customers are treated throughout their dealings with us.

Our teams are engaged and productive and believe in providing excellence in service delivery. We demonstrate this ethos by always listening to the needs of our customers, giving advice and assistance when required, trouble-shooting any issues they may have and overall, guaranteeing an excellent customer experience.

For us, customer experience is more than just a buzzword—it is at the heart of everything we do. We always put the customer first and strive to get it right first time, every time.

These qualities, together with our belief in ‘doing it the right way’, are responsible for generating our consistently high levels of customer satisfaction and organisational success.

Customer Care Promise

Our Customer Care Promise guarantees that we will give you the right information when you contact us and makes it clear what you can always expect from us.

In the unlikely event that you should at any time be unhappy with any aspect of our service, we operate a comprehensive Customer Complaint Process, which explains clearly how to access help and advice in this regard.

Customers can fast track a complaint directly to their James Gibb local office. This means a complaint can be dealt with quicker and resolved faster.

Further information on our Complaints Process is available in our Customer Complaints Guide and contact details of James Gibb local offices can be found at our website.

James Gibb actively promotes honest, transparent and accountable property management and factoring and always keeps customers fully informed.

Our customer approach

James Gibb promises to:

Do what we say we will do and when we say we will do it.
Be helpful, polite, and treat you fairly and with respect.
Try to understand and empathise with your circumstances.
Follow processes and procedures correctly.
Tell you what to do next if you are not satisfied with how you have been treated.
Protect your personal information in line with our Data Protection Policy.

Doing it the right way

James Gibb promises to:

Provide you with the correct information on all matters.
Explain things clearly if the outcome of your enquiry is not what you hoped for.
Apologise, if we make a mistake and put the matter right.
Ask for your feedback and use it to improve our performance.

Keeping you informed

James Gibb promises to:

Deal with your request the first time you contact us, or as soon as we can.
Keep you informed as to what will happen next, and by when.
Continue to keep you updated on progress.

Making communication easy for you

James Gibb promises to:

Make our services available online, to access at a time that suits you.
Publish information about James Gibb online at www.jamesgibb.co.uk
Give you the opportunity to contact us in other ways such as email, phone, and post.