01Our commitment
We aim to provide a professional, reliable service at all times. If something goes wrong, we want to hear about it so we can put it right and learn from it. Every complaint is taken seriously and handled fairly.
02How to complain
Please put your complaint in writing, including what happened and what you would like us to do:
- Email: info@rrkvpropco.co.uk
- Post: 66 Paul Street, London, England, EC2A 4NA
If you need help putting your complaint in writing, call us on 07957 437 674.
03Stage 1: Investigation
- We will acknowledge your complaint in writing within 3 working days.
- A member of our team will investigate it fully.
- We will send you a written outcome within 15 working days of acknowledging it.
04Stage 2: Review
If you are not satisfied with the outcome, write to us explaining why. A senior member of staff who was not involved in the original investigation will review your complaint and send our final viewpoint in writing within 15 working days.
05Stage 3: The Property Ombudsman
If you remain dissatisfied after our final viewpoint, or if more than 8 weeks have passed since you first complained without a final response, you can refer your complaint to The Property Ombudsman (TPO) for an independent review. This is free of charge.
You must refer your complaint within 12 months of our final viewpoint, and TPO will only review it once our own procedure has been completed.
- Website: www.tpos.co.uk
- Address: The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
- Phone: 01722 333306