Effective date: 1 October 2026
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 all complaints, including data protection and privacy grievances. 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
1. General & Property-Related Complaints
Where your complaint is initially made verbally, we would be grateful if you could summarise the nature of your grievance in writing to the address or email above.
Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you 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 to inform you of the outcome of the investigation 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.
Address: 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.
2. Data Protection & Privacy Complaints
You can submit a data complaint verbally or in writing directly to Edward Robinson using the contact details above. To help us investigate efficiently, please clearly state that your issue relates to “Data Protection” or “Privacy”.
In line with statutory requirements, we will investigate your concern and provide a formal, substantive response within 30 calendar days of receiving your complaint.
If your request or complaint is highly complex, we may extend this period by up to a further two months. If an extension is required, we will notify you within the first 30 days and explain the reasons for the delay.
If you remain dissatisfied with our response, or believe we are processing your personal data unlawfully, you have the right to lodge a formal complaint with the UK’s independent data regulator, the Information Commissioner’s Office (ICO).
Website: www.ico.org.uk/make-a-complaint
Tel: 0303 123 1113
