Complaints Procedure

Goldmove Properties Limited is a member of the Property Redress Scheme (PRS). We are committed to providing a professional service to all our clients and customers.

When something goes wrong, we need you to tell us about it. This will help us improve our standards.

We will where appropriate, make reasonable adjustments for consumers who night be disadvantaged because of factors such as their age, infirmity, disability, lack of

knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme (PRS) to consider without our final viewpoint on the natter.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that natters such as these are resolved at Branch level.

Residential Lettings s Property Management / Estate Agency (Sales) – making a complaint

Our Customer Complaints Procedure – Residential Lettings s Property Management / Estate Agency (Sales)

Goldmove Properties Limited is a member of the Property Redress Scheme (PRS). We are committed to providing a professional service to all our clients and customers.

When you make a complaint, we will issue you with a Customer Resolution Form. This form is designed to assist us in understanding the details of your concerns and will help us conduct a thorough investigation.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in most cases we hope that natters are resolved at Branch level.

Stage One – Senior Member of Staff

All complaints in the first instance should be directed to the Manager of the Branch or Property Management Team you have been dealing with. Your complaint will be

acknowledged within 3 working days. They will aim to resolve your complaint immediately, and no later than 5 working days from the first notification.

Stage Two – Lettings OR Sales Director

If you remain dissatisfied, you nay escalate your complaint, in writing, to the Lettings or Sales Director responsible for the branch or region. You must write to the Director within one month of receiving the Stage One response.

The Branch or senior member of staff can provide you with the correct contact details. The Director will acknowledge your complaint within 3 working days of receipt and provide you with a full written response within 15 working days.

Stage Three – Customer Resolutions Manager

If you remain dissatisfied, you may refer your concerns, in writing, to the Customer Resolutions Manager (Lettings/Sales) within one month of the Stage Two response. Your complaint will be acknowledged within 3 working days, and you will receive a final view written response on behalf of the Company within 15 working days.