Rushbrook & Rathbone Complaints Procedure

Rushbrook & Rathbone Limited is committed to providing a high standard of service to all our clients. We recognise that, on occasion, things may not meet expectations. This complaints procedure is designed to ensure that any expression of dissatisfaction is handled fairly, consistently, promptly, and transparently.

 

Rushbrook & Rathbone Limited is a member of The Property Ombudsman (TPO). This procedure explains how complaints can be raised, investigated, and, where necessary, escalated.

Stage 1 : Making a Complaint

If you believe you have a complaint regarding any aspect of the service provided by Rushbrook & Rathbone Limited, please contact us in writing in the first instance, either by letter or email, addressed to the relevant manager responsible for your account (for example, Property Manager, Block Manager, or Lettings Manager).

By post:

FAO: Complaints

Rushbrook & Rathbone Ltd

Portmill House

Portmill Lane

Hitchin

Hertfordshire

SG5 1DJ

 

By email:

blockenquiries@rushbrookrathbone.co.uk

 

Please provide as much information as possible, including relevant dates, names of staff members involved, and any supporting documentation.

Stage 2 : Acknowledgement

We will acknowledge receipt of your complaint within 3 working days of receiving it. At this point, your complaint will enter our formal in-house complaints process.

Stage 3 : Investigation and Written Response

Your complaint will be investigated thoroughly in accordance with our internal procedures. A formal written response will be issued within 15 working days of receipt of your complaint.

 

Where further information or clarification is required, we will keep you informed of progress.

Stage 4 : Final Review

If you are not satisfied with the outcome of our initial investigation, you may request a further review of your complaint.

 

This request should be made in writing and addressed to:

  FAO: Managing Director

Rushbrook & Rathbone Ltd

Portmill House

Portmill Lane

Hitchin

Hertfordshire

SG5 1DJ

 

or by email to:

enquiries@rushbrookrathbone.co.uk

A final written response will be issued within 15 working days of receipt of your request for review.

Stage 5 : External Resolution

If, following our final response, your complaint remains unresolved, or if we fail to provide a final response within 8 weeks of receiving your initial written complaint, you may refer the matter to an independent redress scheme, as outlined below.

 

The Property Ombudsman

 

For complaints relating to our service obligations:

The Property Ombudsman Limited

Milford House

4355 Milford Street

Salisbury

Wiltshire

SP1 2BP

 

Telephone: 01722 333 306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

 

You must refer your complaint to The Property Ombudsman within 12 months of the date of our final written response.

 

First-Tier Tribunal (Property Chamber)

For disputes specifically relating to service charges or matters arising under a lease, you may also have the right to apply to the First-Tier Tribunal (Property Chamber). This route applies only to leasehold and service charge matters and does not apply to general service complaints.

 

Further details can be found at:

www.gov.uk/courts-tribunals/first-tier-tribunal-property-chamber

 

Registered in England No. 2259486

Registered Office: 7-8 Portmill Lane, Hitchin, Hertfordshire, SG5 1DJ