In House Complaints Procedure

Within the following In House Complaints Procedure our references to ‘The Organisation’, ‘we’ and ‘us’ represent one or more members of the Robinson Jackson Group of businesses. For a full list of members please contact the branch you have registered with, in the first instance, branch contact information can be found here.

We are a member of the Property Ombudsman Scheme and as such aim to provide the highest standards of service to all our customers. This is to ensure that your interests are safeguarded and a complaints procedure is in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

All complaints should, in the first instance be directed to the Manager of the Branch you have been dealing with.

Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by a Partner/Director.

In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to the Property Ombudsman at the address listed below. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in house complaints procedure within 8 weeks from the date we receive your written notification. Please note that you must do this within 12 months of the date of the final letter.

The Property Ombudsman
Milford House
43 – 45 Milford Street