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Utterly shameful behaviour from Tom Potter manager of this branch, from start to finish. He has lied to us multiple times, which we can prove. His consistent instinct has been to make up excuses and silly answers for outright blatant maladministration and poor service. We have been extremely distressed by our experience with Gascoigne Pees Maidenhead and would advise everyone to AVOID AT ALL COSTS.
Our experience ended with a completely avoidable mistake, in which now GPees now owe us £223 as we have needed to get a locksmith to replace our keys which Tom and the GPees team lost. We gave them every opportunity to make good on their promise to transfer this money over, as they admitted liability and said they would cover the cost. The latest is that today Tom said he would call me before 6.30pm (like every other day this week), and unfortunately he still has not responded to our emails or calls so we have had no choice but to submit this review today, and escalate our complaint to CountryWide + the property ombudsman.
When we signed on to sell our one bedroom flat, we were promised weekly calls to update us on Tom's progress. That did not happen even once.
The day before our open day, which was scheduled for 3 weeks after it went on the market, Tom said that 6 viewings had been booked in for the open day. Not only did no prospective buyer show up - BUT NEITHER DID ANYONE FROM GPEES. We did not get a call to tell us that people had cancelled - here we were waiting and preparing the flat, expecting Dylan to show up. Shameful!
Tom's answer was he did not know what was going on and could only apologise. They clearly did not have anyone booked in, and had zero courtesy to be honest about this. They should have simply been honest about this.
They managed to organise ONE viewing in the 5 months of our flat being on the market with them. Stone cold silence from them for huge periods of the 5 months also.
We took the flat off the market with them last month, and requested clearly IN WRITING to both Tom and Dylan that our spare keys be posted to my work address - NOT our home address. This needed constant chasing - it wasn't until a full month later when we badgered them every day for a week that they eventually posted the keys. BUT THEY POSTED THEM TO OUR HOME ADDRESS - *!! AND THEY GOT LOST IN THE POST !!* The packaging was shameful, completely insecure - the envelope was not even taped up! We were extremely distressed about this - we did not feel safe leaving our home and sought to urgently change our locks.
Tom agreed to pay for a locksmith for us, which we have in writing from him in an email from his GPees email address (see screenshot attached). However....
We had the locksmith in earlier this week and forwarded their invoice onto Tom, but Tom has completely dodged our calls and emails all week since. He has not made good on that promise. He said he would transfer us the money, and he has not done so, but instead dodged speaking to us ever since the locksmith completed the job. Tom lied.
This week, we made it crystal clear to him multiple times, and to his staff in the office, that if we did not hear from him yesterday to touch base with us then we would have no choice but to escalate.
We are saddened to write this review but we have had no choice. We would have much preferred Tom finally come good on at least ONE promise so we would not need to write this & raise this to the property ombudsman, but in consistent typical fashion, he has been full of empty words and promises.
We will be writing to CountryWide complaints and taking this to the property ombudsman if this is not resolved in the next few days.
AVOID AT ALL COSTS.... Read more
27th Mar 2026 (5 days ago)