Complaints Procedure

Residential Property Partners Ltd. is committed to providing a professional, fair and high-quality service to our clients, residents, tenants, landlords and other parties we work with.

We recognise that, occasionally, things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate your concerns and, where appropriate, put things right.

How to Make a Complaint

In the first instance, please contact us and explain your concerns. Providing as much information as possible will help us investigate your complaint promptly.

Complaints should preferably be made in writing by email or post and should include:

• Your full name and contact details
• The address of the property concerned, where applicable
• A clear description of your complaint
• Details of any relevant dates, correspondence or individuals involved
• What you would like us to do to resolve the matter

Please send your complaint to:

What Happens Next?

We will acknowledge receipt of your complaint as soon as reasonably practicable.

Your complaint will be reviewed by an appropriate member of our team who will investigate the circumstances and consider any relevant records, correspondence and information.

We aim to provide you with a full written response within 15 working days of receiving your complaint. If the matter is particularly complex and we require additional time, we will let you know and provide an update on the progress of our investigation.

Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take.

If You Remain Dissatisfied

If you are not satisfied with our initial response, please let us know in writing, explaining why you remain dissatisfied.

We will arrange for the complaint to be reviewed, where practicable, by a senior member of the business who was not directly involved in the original decision.

Following this review, we will provide our final written response setting out our position and any further action that may be available to you.

Independent Redress

Where applicable, if you remain dissatisfied after completing our internal complaints procedure, you may be entitled to refer your complaint to an independent redress scheme, ombudsman or other relevant body.

Details of the appropriate organisation, including how and when you may refer your complaint, will be provided in our final response where applicable.

Nothing in this complaints procedure affects any statutory rights or other legal rights you may have.

Our Commitment

We take complaints seriously and use feedback to help improve our services. We will deal with complaints fairly, professionally and without discrimination.

Making a complaint will not result in you being treated less favourably in your future dealings with Residential Property Partners Ltd.