Feedback

Goldstone Letting and Management Ltd is committed to providing efficient and effective service to our clients, and a duty of care to our tenants. Our aim is to provide services of high quality on basis that is fair to all. However, in any organisation, occasionally things can go wrong. When this happens we need to know if you are not happy with the service you have received in order to try to put things right, and ensure that this doesn’t happen in the future. We take all complaints seriously, and see all complaints as an opportunity to improve our services.

If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance. Should they need some time to look into the matter, they will explain why and tell you how long it will take. 

If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below:

Please put your formal complaint in writing either by email to info@thegoldstone.co.uk or write to us at Goldstone Letting and Management Ltd, Floor 6, 29-30 Cornhill, London, EC3V 3ND. 

When contacting us, please tell us:

• your name and contact details
• confirmation of what your relationship is to the property
• the full address of the tenancy property, if you have those details
• the aspect of our service you are complaining about;
• how you would like us to put matters right.

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within 3 working days, enclosing a copy of this procedure.
• We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If there is a reason why we need more time than this we will tell you why.
• If, at this stage, you are still not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a more senior member of staff.
• We will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. If we need more time than this we will tell you why. If you still remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

t: 01722 333 306
e: admin@tpos.co.uk
w: www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them for their independent review.