Making a compliant
Let's make it right.
At Riverside Residential Property Services, we are committed to delivering the highest standard of service to every client, every time. However, we recognise that occasionally things may not go as planned. If this happens, we want to hear from you. Your feedback gives us the opportunity to put things right, learn from your experience and continually improve the service we provide
Let's Talk First
Most concerns can often be resolved quickly and informally. Before making a formal written complaint, we encourage you to give us a call. We are always happy to listen, discuss your concerns and, wherever possible, resolve the matter promptly.
If your concern cannot be resolved informally, you can escalate the matter through our formal in-house complaints procedure, outlined below. To ensure your complaint is fully and fairly investigated in line with The Property Ombudsman (TPO) guidelines, all formal complaints must be submitted in writing.
Formal Complaints Procedure
If you have a complaint, please put it in writing, 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 complaints within eight 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?
We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our 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 a senior member of staff.
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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333 306 | www.tpos.co.uk
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.