Golden Move aim to provide all its customers with a high standard of service and we will endeavor to respond to any complaints with efficiency and fairness.

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

How to register a complaint:

If you have a complaint, please send your complaint to enquiries@goldenmove.co.uk. We will then respond in line with the timeframes set out below.

What will happen next?

• We will send out a letter via email or post acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. A formal written outcome of our investigation will be sent to you. We aim to provide a full written response within fifteen working days of sending the acknowledgement letter.
• If at this stage, you are still not satisfied, you should contact us again to appeal the outcome.
• Where possible , a final response will then be issued within fifteen working days . If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.

If you are still not satisfied with the outcome, we would advise that you contact the independent Property Redress Scheme (PRS) to request an independent review:

Property Redress Scheme

Premier House, 1^st Floor.

Elstree Way, Borehamwood, WD6 1JH

0333 321 9418

www.theprs.co.uk