Goldsmith Property Investments Complaints Procedure

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At Goldsmith Property Investments, we value your feedback and are committed to resolving any issues you may encounter. This complaints procedure outlines the steps you can take if you wish to raise a complaint with us.

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Step 1: Contact Us

If you have a complaint, please reach out to us as soon as possible. You can do this by sending an email to hello@goldswiftpropertyinvestments.co.uk Please provide the following information in your email:

- Your full name
- Contact information (phone number and email address)
- Details of your complaint (including relevant dates and any supporting documentation)
- Any steps you have taken to resolve the issue

Step 2: Acknowledgment

Upon receiving your complaint, we will acknowledge it within 7 working days. This acknowledgment will confirm that we have received your complaint and are in the process of investigating it.

Step 3: Investigation

We aim to resolve complaints swiftly and fairly. Our team will thoroughly investigate your complaint and may reach out for additional information if necessary. This process typically takes up to 15 working days.

Step 4: Response

After completing our investigation, we will provide you with a written response detailing our findings and any actions we will take to resolve the issue. If your complaint is upheld, we will outline the steps we will take to rectify the situation.

Step 5: Escalation

If you are not satisfied with our response, you have the right to escalate your complaint. As a member of the Property Redress Scheme (PRS), you may refer your complaint to the PRS for further investigation. You must do this within *12 months* of our final response. 

To escalate your complaint to the PRS, please follow these steps:

1. Visit the PRS website at [www.theprs.co.uk](http://www.theprs.co.uk).
2. Follow the guidelines provided for submitting a complaint.
3. Provide any relevant documentation pertaining to your complaint and our previous correspondence.

Step 6: PRS Investigation

The PRS will review your case and provide a final decision. They will inform you of their findings and any recommended actions.

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We are committed to ensuring that all complaints are handled professionally and efficiently. Thank you for bringing your concerns to our attention, and we appreciate your patience as we work to resolve them.