GVN Estate Invest

Legal

Complaints procedure

Last updated: 10th of November 2026.

If something has gone wrong, we want to hear about it and put it right. This page explains how to complain, what we will do and by when, and where you can go if you are still not satisfied.

GVN Estate Invest is a trading name of GVN Reality Trading Ltd, company no. 16127907. We are a member of the Property Redress Scheme, membership no. PRS061826.

1. How to make a complaint

Please put your complaint in writing, in any of these ways:

If you can, tell us your name and how to contact you, what went wrong and when, and what you would like us to do to put it right. Include any documents that help. If you need help putting your complaint in writing, call us on 01782 938 111 and we will help you, or make any other adjustment you need.

2. What we will do

  1. Acknowledge it within 3 working days of receiving it, in writing, with the name of the person handling it.
  2. Investigate it. We will look at our records and any correspondence, and may ask you for more information.
  3. Send you a full written response within 15 working days of our acknowledgement. If we need longer, we will write to tell you why and when you can expect our answer.
  4. Review it if you are unhappy with our response. Tell us in writing within 15 working days, and our director, Valentine Grey, will review the complaint afresh and send you our final written response within 15 working days of your request.

We aim to resolve every complaint within 8 weeks of first receiving it.

3. If you are still not satisfied: the Property Redress Scheme

The Property Redress Scheme is an independent, government-approved redress scheme. It can look at your complaint once you have been through our procedure above, and it is free for consumers to use. It will normally consider your complaint when:

  • you have received our final written response and remain unhappy, or
  • 8 weeks have passed since you first complained to us in writing and the complaint has not been resolved.

You must contact the Property Redress Scheme within 12 months of your last communication with us.

4. Complaints about your personal data

You can complain to us about how we use your personal data in the same way. You also have the right to complain to the Information Commissioner’s Office. Our Privacy and Cookie Policy explains how.

5. How we use what we learn

We keep a record of every complaint and what we did about it, and we use them to improve how we work. We treat your complaint in confidence and share it only with the people who need to see it to resolve it, including the Property Redress Scheme if you take it to them.