Complaints

Complaints procedure

Last updated: [date TBC]

If we have fallen short, we want to know, and we want the chance to put it right.

How to complain

Email hello@roundrobinproperty.co.uk with "Complaint" in the subject line, or write to us at our registered office, [address TBC]. Please tell us what happened, when, and what you would like us to do about it.

What happens next

• We will acknowledge your complaint within three working days.
• A director who was not involved in the matter will investigate it.
• We will send you our full written response within 15 working days of receiving your complaint. If we need longer, we will tell you why and when to expect it.
• If you are not satisfied, you can ask us to review our response. We will reply to that request within 15 working days, and that reply will be our final viewpoint.

If you are still not satisfied

You can refer your complaint to our independent redress scheme, free of charge:

[Redress scheme name TBC]
[Address, website and phone TBC]
Our membership number: [TBC]

You can usually do this once you have received our final viewpoint, or if eight weeks have passed since you first complained and the matter is unresolved. You must normally refer it within twelve months of our final viewpoint. The scheme will confirm its exact rules.