Complaints procedure.

Raise it with us first

If something about our service has fallen short, please tell us. Most complaints are resolved quickly once we know about them.

Write to us at contact@rpjproperty.com or on 020 7088 8300, with:

• Your name and how we can reach you.
• The property address, if relevant.
• A short description of what's gone wrong.
• What you'd like us to do to put it right.

What happens next

1. Within 3 working days — we'll acknowledge your complaint in writing.
2. Within 14 working days — we'll investigate and reply with our findings, or tell you why we need more time.
3. Within 8 weeks — we'll provide a final written response.

If you're not satisfied

If you're unhappy with our final response, or if 8 weeks have passed without one, you can refer the matter to:

• The Property Ombudsman — www.tpos.co.uk, Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
• The Information Commissioner's Office, if your complaint concerns how we've handled your personal data — ico.org.uk.

Referring a matter to an ombudsman is free.