We regret that you have had cause to make a complaint. We have implemented the following complaints procedure to help us resolve your grievance and work towards continually improving our professional services.
A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the Managing Director as set out below:
Edward Robinson BSc (Hons) MRICS
Robinson Residential Sales and Lettings Ltd
1st floor
16 Reform Road
Maidenhead
SL6 8BY
Tel: 01628 634466
Email: eddie@robinsonestateagents.co.uk
Where your complaint is initially made verbally, we would be grateful if you could summarise the nature of your grievance in writing.
Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Property Redress Scheme (PRS). Property Redress is an independent organisation dedicated to resolving disputes between consumers and property agents in the UK.
The contact details for the PRS are:
The Property Redress Scheme
Limelight,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH
Tel: 0333 321 9418
Email: info@propertyredress.co.uk
Website: www.theprs.uk
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Royal Institution of Chartered Surveyors (RICS) for further mediation.
