Complaints Procedure

Complaints Procedure

At GEM Homes, we aim to provide the highest standards of service. However, if you feel that your expectations have not been met, please follow the procedure below to raise a complaint.

  1. Submit Your Complaint
    Any grievances should be put in writing and sent to us either by email or post:

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

  1. Acknowledgement
    We will acknowledge receipt of your complaint within 3 working days and begin a thorough investigation in line with our in-house procedures.

  2. Investigation Outcome
    A formal written outcome will be sent to you within 21 days of receipt of your complaint. If more time is required, we will notify you in writing and provide a revised response date.

  3. Escalation
    If you remain dissatisfied with the outcome, your grievance will be reviewed by our management team. A final written statement will then be issued following this review.

  4. External Redress
    Should you still remain dissatisfied, you may escalate the matter to the Property Redress Scheme:

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