Complaints Procedure

At GEM Homes, we aim to provide a high standard of service to all clients and customers. If you are dissatisfied with any aspect of our service, you can make a complaint using the procedure below.

1. How to make a complaint

Please submit your complaint in writing by email or post:

📧 Email: hellogemhomes@gmail.com
🏠 Postal Address: GEM Homes, 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom

2. Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

3. Investigation and response

We will investigate your complaint thoroughly and aim to provide a full written response within 10 working days of receiving it.

If we require more time to complete our investigation, we will inform you in writing, explain the reason for the delay, and provide a revised response timeframe.

4. Internal review / escalation

If you are not satisfied with our initial response, you may request a review by senior management.

We will carry out a final internal review and provide a final written response within 10 working days of receiving your escalation request.

5. External redress

If you remain dissatisfied after completing our internal complaints procedure, you may refer your complaint to:

Property Redress Scheme (PRS)
Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH, United Kingdom
Membership No: PRS051987

6. Professional conduct complaints (Propertymark)

If you are still dissatisfied after our internal complaints process, you may also refer matters relating to professional conduct to:

Propertymark

https://www.propertymark.co.uk/professional-standards/complaints.html

Propertymark can investigate potential breaches of their rules and disciplinary procedures. Any investigation relates to professional conduct only and may not result in financial compensation for the complainant.

7. Availability of this procedure

This complaints procedure is available:

• On request

• On our website