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Complaints Procedure

Rosewood Estates strive to ensure that the process of letting, buying or selling is as smooth as possible. However, in what can be a stressful transaction, occasionally things may not always go according to plan. With this in mind and to ensure that your interests are safeguarded we have the following complaints process in place to ensure any grievances that may arise are resolved as quickly as possible.

Furthermore Rosewood Estates is also member of The Property Ombudsman Scheme (TPOS) for sales and lettings and we aim to provide the highest standards of service to all our customers. 

Step One – Branch Manager

First instance complaints should be directed to the manager of the branch who will acknowledge receipt of your complaint within three working days of receipt. A formal e-mailed outcome of the investigation will be sent to you no later than fifteen working days of sending the acknowledgement letter. 

Step Two – Senior Management

Should the manager of the branch not be able to resolve your complaint to your satisfaction, you can refer the matter to senior management, either sales or lettings director who will respond within fifteen working days of receiving your request for a review of the complaint.  They will confirm our final view on the matter. 

Step Three – The Property Ombudsman

If you still remain displeased with the outcome of your complaint after dealing with both the branch manager and receiving the senior level’s final viewpoint, you can contact the Property Ombudsman to request an independent review.

Details of how to contact the Property Ombudsman will be contained within the final view letter sent by senior management as the final response to your complaint. Information can also be found online at www.tpos.co.uk

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