In house complaints procedure

Red Rock Estate & Property Management Limited are committed to providing a professional service toallourclientsandcustomers. When something goes wrong,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 (, including as much detail as possible. We will then 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 Property Manager will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will be dealt with by the Team Leader-Senior Residential Property Manager, who will endeavour to deal with your complaint to a satisfactory standardandspeaktothememberofstaffwhodealtwithyou. Aformalwrittenoutcomeofour investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Managing Director, Mr A Calver.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied after the last 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


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.