GOLD PROPERTY DEVELOPMENTS LTD
Complaints Policy
We take our commitment to you very seriously and endeavour to provide you with an excellent level of service throughout the purchase and after sales process. However, there are situations where things go wrong and we will use our best endeavours to respond to your complaint. Please refer to the following complaints procedures.
Purchase process
If you wish to complain about the level of service during the process of purchasing your New Home, in the first instance you should notify the Sales Manager at Gold Property Developments, who will pass your complaint to Sales Director. You can notify us of your complaint by telephone, email or letter:
Gold Property Developments Ltd.
4 Churchill Court
Hortons Way
Westerham
Kent, TN16 1BT
Tel. 01959 543810
Email: sales@goldproperty.co.uk
Please provide us in writing with your full details, details of property you have purchased and as much information about the issue as possible to enable us to look into the problem as quickly and efficiently as possible. We will endeavour to acknowledge your complaint within 3 working days and fully respond to your complaint within 30 calendar days. We will investigate your complaint, and keep you advised of the progress. We will use our best endeavours to resolve your complaint at this stage. However, if you are not satisfied with the result or the way your complaint was handled we will escalate it further with the Managing Director on your behalf. In any event, we will issue our final decision within eight weeks of the receipt of the initial complaint. If, for any reason, the decision cannot be reached within this period we will notify you and provide you with a reason for this.
If you are not satisfied with our final decision or the period of 8 weeks from the date of receipt of your complaint has been exceeded you may bring the Dispute to BLP Insurance for mediation. If the matter falls within the terms of the Structural Warranty, then the Warranty Body will offer their Mediation Process, free of charge. If the Dispute does not fall within the terms of Structural Warranty, the Warranty Body can refer the Dispute to the Consumer Code for New Homes Dispute Resolution Scheme on your behalf – please see Section 7.4 of the Consumer Code for New Homes for further details.
If you are not satisfied with Gold Property Developments` or the Warranty Body`s handling of the Dispute through the Mediation Process you may refer the Dispute direct to the Consumer Code for New Homes Dispute Resolution Scheme – please refer to Section 7.4 of the Code for further details regarding the application process and CCNH Dispute Resolution Scheme – Outline of Process on our website.
After Sales Service
During the build process Gold Property Developments carries out a series of inspections to make sure your New Home is built to a high standard of finish. Separate, independent checks are also carried out by BLP Insurance and Building Control. As a developer we offer a 2 year Defects Cover period during which Gold Property Construction Ltd will deal with snagging and any defects with your New Home on behalf of Gold Property Developments Ltd. Gold Property Construction should be contacted directly on the numbers provided in the Homeowner Pack supplied on legal completion.
If you wish to complain about the level of service during the process of snagging and defects in your New Home, in the first instance you should notify the Aftercare Manager at Gold Property Construction, who will pass your complaint to the Project Director. You can notify us of your complaint by telephone, email or letter:
Gold Property Construction Ltd.
4 Churchill Court
Hortons Way
Westerham
Kent, TN16 1BT
Tel: 01959 543810
Email: aftercare@goldconstruction.co.uk
Please provide us in writing with your full details, details of property you have purchased and as much information about the issue as possible to enable us to look into the problem as quickly and efficiently as possible. We will endeavour to acknowledge your complaint within 5 working days and fully respond to your complaint within 30 calendar days. We will investigate your complaint, and keep you advised of the progress. We will use our best endeavours to resolve your complaint at this stage. However, if you are not satisfied with the result or the way your complaint was handled we will escalate it further with the Managing Director on your behalf. In any event, we will issue our final decision within eight weeks of the receipt of the initial complaint. If, for any reason, the decision cannot be reached within this period we will notify you and provide you with a reason for this.
If you are not satisfied with our final decision or the period of 8 weeks from the date of receipt of your complaint has been exceeded you may bring the Dispute to BLP Insurance for mediation. If the matter falls within the terms of the Structural Warranty, then the Warranty Body will offer their Mediation Process, free of charge. If the Dispute does not fall within the terms of Structural Warranty, the Warranty Body can refer the Dispute to the Consumer Code for New Homes Dispute Resolution Scheme on your behalf – please see Section 7.4 of the Consumer Code for New Homes for further details.
If you are not satisfied with Gold Property Construction or the Warranty Body`s handling of the Dispute through the Mediation Process you may refer the Dispute direct to the Consumer Code for New Homes Dispute Resolution Scheme – please refer to Section 7.4 of the Code for further details regarding the application process and CCNH Dispute Resolution Scheme – Outline of Process on our website.