In house complaints procedure

Red Rock Estate & Property Management Limited are committed to providing a professional service to all our clients and customers. Sometimes, things can go wrong – if this happens, we need you to tell us about it. This will help us to improve our standards.

Should you have a complaint, our Complaints Procedure is available to anyone who receives or requests a service from us including Landlords, Tenants, Leaseholders and staff from other businesses that Red Rock Estate and Property Management Limited deal with.

If you have a complaint, please put this in writing or email to complaints@rrpm.co.uk including as much detail as possible to enable us to investigate and allow us to try and put things right. We will respond in line with the timeframes set out below (if you feel we have not sought to address your complaint within 8 weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?
• The Complaints Team will send you an acknowledgment of your complaint within 3 working days of receiving same, enclosing a copy of this procedure.
• We will then investigate your complaint which will include any development and feedback as appropriate. This will be dealt with by our Complaints Manager, who will endeavour to deal with your complaint to a satisfactory standard and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement communication. This will represent our final position on the matter.
• If you remain dissatisfied after this stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.


The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury SP1 2BP
Telephone no: 01722 333 306

Email: admin@tpos.co.uk
Website: www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.