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Please review our compliant procedures below, and if you wish to take this matter further, you may get in touch with The Property Ombudsman to raise your request for their independent investigation.

OUR COMMITMENT
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.

WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction, however made, about standards of service, actions, or lack of action by the Agent or its employees affecting a customer or a group of customers.

If you think the Agent has:
• Done something badly or in the wrong way
• Done something we should not have done
• Failed to do something we should have done
• Treated you unfairly or discourteously
• Discriminated against you
• Acted in a way that is contrary to our policies or procedures

Then you are entitled to let us know in the form of a complaint using this content as a guide.

WHAT IS NOT A COMPLAINT?
Most of the contacts we have with you are enquiries or comments. This Complaints Procedure does not therefore cover:
• Requests for services
• Requests for information
• Appeals against Agents decisions which have been made in line with the Agents policies and processes
• Investigating matters of employee discipline
• Complaints to the Agents insurers e.g. where the complainant seeks payment of compensation for personal injury or loss of or damage to a property.

HOW CAN I MAKE A COMPLAINT?

INFORMAL COMPLAINT
You can make your informal complaint in the following ways:
• By calling us on (0)20 8078 2407
• In writing to Goldstone Letting and Management Ltd – 29-30 Cornhill, London, EC3V 3ND
• By e-mail to info@thegoldstone.co.uk

If you are still dissatisfied with the outcome from the Head of Departments, you may contact the Property Ombudsman Scheme (TPOS), and request that an independent investigation be carried out.

The Property Ombudsman Scheme is a government approved independent scheme.

Please bear in mind that The Property Ombudsman Scheme will only review complaints that have completed the Goldstone’ complaints procedure and will only review complaints made by an existing, potential or former landlord or tenant. For unresolved business to business complaints, there are provisions for matters to be referred to mediation or arbitration as appropriate.

The address for The Property Ombudsman Scheme (TPOS) is:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333306
Fax: 01722 332296
Email: admin@tpos.co.uk
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 for an independent review.