Goymour Homes Complaints Procedure
Our CommitmentGoymour Homes is committed to providing a professional, efficient, and transparent service to landlords, tenants, applicants, and other customers. We take complaints seriously and aim to resolve them fairly, promptly, and in accordance with current industry standards and legal requirements.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and seek to resolve the matter.
Stage 1 – Informal Resolution
If you have a concern regarding our service, please raise it with the member of staff handling your matter as soon as possible.
We will endeavour to resolve the issue informally and promptly, normally within 3 working days.
Stage 2 – Formal Complaint
If the matter cannot be resolved informally, or if you remain dissatisfied, you may submit a formal complaint in writing.
Please provide:
- Your full name and contact details
- The property address (if applicable)
- Full details of your complaint
- Relevant dates, documents, and supporting evidence
- The outcome you are seeking
Branch Manager
Goymour Homes
10 Hatter Street
Bury St Edmunds
Suffolk
IP33 1LZ
Email: [email protected]
Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
Investigation
Your complaint will be investigated by the Branch Manager or a suitably senior member of staff who has not been directly involved in the matter wherever possible.
Response
We will provide a written response setting out our findings and any proposed resolution within 15 working days of receiving the complaint.
Stage 3 – Senior Management Review
If you are not satisfied with our Stage 2 response, you may request a review by a Director or Senior Manager.
The request should be made in writing within 10 working days of receiving our Stage 2 response.
The Director or Senior Manager will undertake an independent review of the complaint and provide a final written response within 15 working days.
This response will constitute our Final Viewpoint Letter.
Stage 4 – Independent Redress Scheme
If you remain dissatisfied after receiving our Final Viewpoint Letter, or if more than 8 weeks have passed since you first made your complaint, you may refer the matter to our independent redress provider.
Property Redress Scheme (PRS)
Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Website: www.theprs.co.uk
Email: [email protected]
Telephone: 0333 321 9418
Any referral to the Property Redress Scheme must be made within 12 months of receiving our Final Viewpoint Letter.
The Property Redress Scheme will not normally consider complaints until our internal complaints procedure has been exhausted.
As a member of the Property Redress Scheme, Goymour Homes is committed to complying with its Code of Practice and cooperating fully with any investigation undertaken by the scheme.
Data Protection
Any personal information provided in connection with your complaint will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information will be used solely for the purpose of investigating and responding to your complaint and will be retained only for as long as necessary.
Continuous Improvement
All complaints are recorded, monitored, and reviewed by management to identify trends, improve our service standards, and ensure compliance with relevant legislation and professional obligations.
Contact Details
Goymour Homes
10 Hatter Street
Bury St Edmunds
Suffolk
IP33 1LZ
Email: [email protected]
We value feedback and are committed to resolving complaints fairly, consistently, and as quickly as possible.