Complaints Policy
1. Introduction
Goldman Property Finance Limited is committed to providing a high standard of service. However, if you are not satisfied with any aspect of our service, we encourage you to let us know as soon as possible. Complaints will be investigated competently, diligently and impartially. Goldman Property Finance Limited is a member of the NACFB and adhere to it’s Code of Practice.
2. How to Make a Complaint
If you wish to make a complaint, please contact us using the details provided below.
To help us investigate your complaint efficiently, please provide:
- Your name and address
- Details of how we can contact you
- A clear description of your complaint
- Details of any third party involved (if applicable)
- Details of what you would like us to do to resolve the complaint
- Copies of any relevant supporting documentation
3. What Happens Next
We aim to resolve complaints as quickly as possible.
- We will acknowledge your complaint within five working days or less and may contact you to clarify any details.
- If we are able to resolve your complaint within three working days, we will issue a Summary Resolution Communication confirming that the complaint has been resolved.
If we are unable to resolve your complaint within three working days:
- We will continue to investigate your complaint and keep you informed of progress.
- We will provide a final response within eight weeks of receiving your complaint.
If we are unable to provide a final response within eight weeks:
- We will explain the reasons for the delay
- We will indicate when we expect to provide our final response
Our final response will set out:
- the outcome of our investigation
- any action we propose to take
- how we reached our decision
4. Forwarding Complaints
Where Goldman Property Finance Limited identifies that a third party may be solely or jointly responsible for the matters raised in a complaint, we may refer the complaint to that third party without delay.
We will inform you if your complaint has been referred and provide you with relevant details.
Where Goldman Property Finance Limited retains responsibility for any aspect of the complaint, we will investigate and respond accordingly.
5. Regulatory Status
Goldman Property Finance Limited carries out both regulated and unregulated credit broking activities.
This means that not all products or services arranged through us are regulated by the Financial Conduct Authority.
For example, certain types of lending such as:
- commercial mortgages
- buy-to-let mortgages (where not regulated)
- property development finance
- bridging loans to limited companies
are generally not regulated by the Financial Conduct Authority.
6. Complaints Handling Contact Information
Address: Goldman Property Finance Limited 8 Hanover Gardens Salford, M7 4FQ
Contact Number: 0161 661 1141
Complaints Manager: Asher Goldman
7. Further Support
If you are dissatisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), provided that:
- your complaint relates to a regulated activity, and
- you are an eligible complainant
This must usually be done within six months of the date of our final response.
We will confirm in our final response whether you are eligible to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service contact details are:
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0800 023 4567 or 0300 123 9123
Switchboard:
0207 964 1000
