Policy · Complaints
Complaints and feedback policy.
A clear route for raising concerns about estate management, property administration, the website or another interaction with Grupo Gosen.
Policy information · reviewed September 2026
We want concerns to be identifiable and reviewable.
A complaint is an expression of dissatisfaction that calls for a response or review. It can relate to an estate-management matter, property administration, communication, a website function, a contractor acting on a Grupo Gosen matter or another aspect of the group’s business where Grupo Gosen has responsibility.
The easiest way to raise a complaint is through the central contact form. State “Complaint” in the subject or at the beginning of the message and identify the property, site, transaction or interaction concerned. This policy deliberately directs all complaints through that form rather than publishing separate contact details.
Providing a clear chronology, relevant references, copies of prior correspondence and the outcome you are seeking can help the matter be understood more quickly.
How a complaint is handled.
Submit
Use the contact form, identify the matter as a complaint and provide enough information to understand what happened and what you would like reviewed.
Route
The complaint is directed to the part of the business responsible for the property, relationship, website function or transaction concerned.
Review
Relevant records, agreements, correspondence and available factual information are considered. Additional information may be requested if the issue cannot be understood fairly from the initial submission.
Respond
Grupo Gosen aims to provide a reasoned response or explain the next step. Complex title, legal, technical or third-party issues may require more time or specialist input.
Escalate where appropriate
If a concern remains unresolved, the response may identify an internal next step or an external route that applies to the particular legal, contractual or regulated relationship.
Fair handling
Principles used when reviewing complaints.
Record the issue
The complaint should be recorded with enough context to distinguish it from an ordinary service request or enquiry.
Consider both sides
Relevant agreements, ownership responsibilities, records and the information supplied by affected parties should be considered fairly.
Protect sensitive information
Complaint information is shared only where reasonably necessary to investigate, respond, obtain advice or meet a legal obligation.
Focus on resolution
Where Grupo Gosen has responsibility and a practical remedy is available, the review should identify the action needed rather than simply restating positions.
Learn from patterns
Repeated or systemic issues can be used to improve estate processes, records, contractor management or website functionality.
No penalty for raising a concern
A legitimate complaint should not in itself disadvantage a tenant, leaseholder, plot holder, adviser or other person using the process.
Scope
Some matters follow a separate legal or contractual route.
This general policy does not replace a statutory appeal, lease dispute mechanism, court process, formal notice procedure, insurance claim, professional complaints scheme or other route that applies to a particular matter. Where a separate process governs the issue, it may need to be followed to protect legal rights or deadlines.
An urgent safety or security issue should be described clearly in the contact form so that it can be triaged appropriately, but the website form should not be treated as an emergency service.
Nothing in this policy removes rights or remedies available under a contract or applicable law.
Raise a complaint or provide feedback.
Use the central contact form, identify the message as a complaint or feedback and include the property, site or matter concerned.
Open contact formHow a complaint is handled in practice
A structured record helps distinguish complaints from ordinary service requests and ensures the issue reaches the appropriate decision-maker.
Receipt
The complaint is logged with the property, transaction, service or relationship concerned and the outcome sought by the complainant.
Triage
The matter is distinguished from an urgent repair, safety incident, legal notice, payment dispute, data-protection request or other process that requires a different route.
Investigation
Relevant correspondence, agreements, title documents, contractor records, payment records or other material are reviewed and the people involved may be asked for further information.
Response
Grupo Gosen explains its findings, any corrective action and any next step available within the company or under an external statutory or contractual process.
Learning
Where appropriate, the issue is used to improve records, communication, contractor management, estate processes or website information.
What is not changed by this policy
A complaint does not suspend contractual or statutory deadlines.
Submitting a complaint does not automatically suspend rent, service-charge, rentcharge, overage, consent, notice, court, tribunal, limitation or other legal deadlines. If a separate formal response or protective step is required, the complainant should take it within the applicable time limit.
The complaints process is not a substitute for a statutory appeal, tribunal application, court claim, ombudsman process or professional negligence procedure. Where an external route applies, Grupo Gosen may identify it but cannot provide legal advice to the complainant.
If a complaint concerns an immediate threat to life, serious safety risk or alleged criminal conduct, the appropriate emergency or public authority should be contacted in addition to any Grupo Gosen process.
Complaints questions
Can I complain about a managing agent or contractor?
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Yes, where the agent or contractor is acting in connection with a Grupo Gosen property. Identify the property, supplier, dates and conduct complained of.
Can a solicitor submit a complaint for a client?
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Yes, but Grupo Gosen may ask for confirmation of authority where the complaint requires disclosure of confidential or personal information.
Will making a complaint stop a payment becoming due?
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Not automatically. Payment obligations and deadlines continue unless the relevant agreement, law or a specific written arrangement provides otherwise.