top of page

Complaints Handling Procedure

​

Complaints Handling Procedure of Gold Atlantic Limited

​

1. INTRODUCTION

Gold Atlantic Limited is committed to delivering a high standard of professional service at all times. We recognise, however, that from time to time issues may arise. Where this occurs, we take all complaints seriously and aim to resolve them promptly, fairly, and transparently.

This Complaints Handling Procedure has been established in accordance with the requirements of the Property Redress Scheme (PRS), of which Gold Atlantic Limited is a registered member.

Our objective is to ensure that all complaints are handled consistently, proportionately, and in line with best industry practice.

2. DEFINITION OF A COMPLAINT

A complaint is defined as any expression of dissatisfaction, whether oral or written, about the standard of service provided by Gold Atlantic Limited, or about the actions or omissions of the company or its representatives.

For the purposes of this procedure, only formal complaints submitted in writing will be treated as complaints under this policy.

3. HOW TO SUBMIT A COMPLAINT

All complaints must be submitted in writing to allow for a full and proper investigation.

Complaints should be sent to:

Email: info@goldatlantic.com

To enable us to investigate your complaint efficiently, you should include:

  • Your full name and contact details

  • The address of the property concerned (if applicable)

  • A clear and detailed description of the complaint

  • Relevant dates and timeline of events

  • Copies of any supporting documentation or correspondence

  • The outcome or resolution you are seeking

We reserve the right to request further information where necessary to properly assess your complaint.

4. STAGE 1 – ACKNOWLEDGEMENT AND INITIAL INVESTIGATION

Upon receipt of your written complaint:

  • We will acknowledge receipt within 3 working days

  • Your complaint will be logged and assigned for investigation

  • An initial investigation will be conducted by a suitably senior individual within the business

We aim to provide a full written response within 15 working days of receiving your complaint.

Where the matter is complex and cannot be resolved within this timeframe, we will notify you in writing, explain the reason for the delay, and provide an estimated timeframe for our response.

5. STAGE 2 – FINAL REVIEW (FINAL VIEWPOINT)

If you remain dissatisfied with our Stage 1 response, you may request that the complaint be escalated for further review.

At this stage:

  • The complaint will be reviewed independently at a senior level

  • All available evidence will be reconsidered

  • A final written response (“Final Viewpoint Letter”) will be issued within 15 working days

This letter will set out:

  • Our final position

  • The reasons for our decision

  • Whether we consider the complaint to be upheld, partially upheld, or not upheld

6. REFERRAL TO THE PROPERTY REDRESS SCHEME (PRS)

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if 8 weeks have elapsed since the complaint was first made, you may refer the matter to our independent redress provider:

Property Redress Scheme (PRS)
Website: www.theprs.co.uk

Any referral must be made within 12 months of receiving our Final Viewpoint Letter.

The PRS provides an independent and impartial dispute resolution service.

7. SCOPE AND LIMITATION OF LIABILITY

This Complaints Handling Procedure applies only to services provided directly by Gold Atlantic Limited within the scope of its agreed role as a property advisory and management service provider.

Gold Atlantic Limited operates on an advisory and coordination basis and does not hold, receive, or control client money. All financial transactions, including but not limited to rental payments and tenancy deposits, are conducted directly between clients and relevant third parties.

Accordingly, Gold Atlantic Limited shall not be responsible for:

  • The actions, omissions, or performance of third parties, including but not limited to developers, landlords, tenants, contractors, managing agents, or service providers

  • Any financial transactions not handled directly by Gold Atlantic Limited

  • Any delays, losses, or disputes arising from third-party involvement

  • Matters falling outside the agreed scope of services

Nothing in this policy shall be construed as creating liability where none would otherwise exist under applicable law.

8. EVIDENCE AND INVESTIGATION

In handling complaints, Gold Atlantic Limited reserves the right to:

  • Request additional documentation or clarification

  • Rely on internal records, correspondence, and documented communications

  • Consider the terms of any relevant agreements in place

  • Disregard incomplete or unsubstantiated claims where sufficient evidence is not provided

9. VEXATIOUS OR UNREASONABLE COMPLAINTS

Gold Atlantic Limited reserves the right to decline to progress complaints that are deemed to be:

  • Frivolous or vexatious

  • Repetitive without new evidence

  • Abusive or unreasonable in nature

In such cases, we will notify the complainant in writing.

10. CONFIDENTIALITY AND DATA PROTECTION

All complaints will be handled confidentially and in accordance with applicable data protection legislation.

Information provided as part of a complaint will be used solely for the purpose of investigating and resolving the matter.

11. RECORD KEEPING

Gold Atlantic Limited will maintain a written record of all complaints received, including:

  • Details of the complaint

  • Investigation steps taken

  • Outcome and resolution

These records will be retained in accordance with regulatory requirements.

12. CONTACT DETAILS

Gold Atlantic Limited
Email: info@goldatlantic.com

bottom of page