Golden Estate Investments Complaints Policy

Effective Date: 01/01/2025

1. Introduction

Golden Estate Investments is committed to delivering high-quality property investment services. We acknowledge that, despite our best efforts, there may be occasions when our clients are dissatisfied with our services. This policy sets out our procedure for handling complaints professionally, fairly, and promptly.

2. Scope of the Complaints Policy

This policy applies to:

• Investors

• Landlords

• Tenants

• Business partners and other stakeholders

We welcome feedback and treat all complaints seriously to drive continuous service improvement.

3. How to Submit a Complaint

Complaints can be submitted through the following channels:

• Email: complaints@goldenestateinvestments.com

• Website: www.goldenestateinvestments.com/contact

To help us process your complaint efficiently, please include the following details:

• Your full name and contact information.

• A clear description of your complaint.

• Relevant dates, correspondence, or supporting documents.

• The resolution or outcome you are seeking.

4. Acknowledgment of Complaints

Upon receiving your complaint, we will:

• Acknowledge receipt within 3 business days.

• Provide a unique reference number for tracking.

• Outline the next steps and expected timeframes.

5. Complaint Handling Process

Our complaints handling process consists of the following stages:

1. Initial Review:

   • A designated complaints officer will review and log the complaint.

   • If additional details are required, we will contact you for clarification.

2. Investigation:

   • A thorough investigation will be conducted within 15 business days.

   • For complex cases, we may require additional time and will inform you accordingly.

3. Resolution:

   • A written response will be provided outlining our findings and any corrective actions taken.

6. Escalation Process

If you are not satisfied with our response, you have the right to escalate your complaint by:

• Requesting a review by senior management.

• Referring the complaint to an independent property redress scheme, such as:

  • The Property Ombudsman (TPO)

  • The Property Redress Scheme (PRS)

Details on escalation procedures will be provided in our final response.

7. Confidentiality and Data Protection

We treat all complaints with the highest level of confidentiality. Personal data collected during the complaints process will be handled in accordance with our Privacy Policy and relevant data protection regulations, including GDPR.

8. Continuous Improvement

Golden Estate Investments is committed to learning from complaints and will:

• Regularly review complaints to identify recurring issues.

• Implement proactive measures to enhance service quality and prevent future issues.

• Provide staff training based on insights gained from complaint trends.

9. Contact Information

For any inquiries regarding our complaints policy, please contact us via:

Golden Estate Investments

Email: complaints@goldenestateinvestments.com