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INTERNAL COMPLAINTS PROCEDURE

Here at Roseberry Newhouse we are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below. Your Complaint should be sent to John Newhouse, Managing Director, 2 North Road, Stokesley, TS9 5DU – email jn@roseberrygroup.co.uk
 

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. We will review your file and speak to any members of our team who were involved.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

 

  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

www.tpos.co.uk