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Robinson Residential Complaints Procedure

Robinson Residential Complaints Handling Procedure

At Robinson Residential, we are committed to providing a professional and high standard of service to all our clients and customers. If something goes wrong, we want to know about it so that we have the opportunity to resolve the issue as quickly and fairly as possible.

Our Commitment

Robinson Residential will:

  • Treat all complaints fairly, consistently and professionally.
  • Keep your complaint confidential wherever possible.
  • Respond promptly and courteously.
  • Keep you informed of the progress of your complaint.
  • Learn from complaints to improve our services.

Stage 1 - Making a Complaint

If you are dissatisfied with any aspect of our service, please put your complaint in writing, providing as much detail as possible, including:

  • Your full name and contact details.
  • The property address (if applicable).
  • A clear description of your complaint.
  • Any relevant dates, documents or correspondence.
  • The outcome you are seeking.

Complaints are handled at director level and should be addressed to Andrew Robinson and sent under the header 'Formal Complaint'

Email: andrew@robinsonresidential.co.uk

Post: Andrew Robinson, Robinson Residential, The Business Village, Wilthorpe, Barnsley, S75 1JL

Stage 2 - Acknowledgement

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it.

Stage 3 - Investigation

Your complaint will be investigated thoroughly, we will review all relevant information and, where necessary, speak with the members of staff involved.

We aim to provide our final written response within 15 working days of receiving your complaint.

If we are unable to provide our final response within this timescale, we will write to you explaining why there is a delay and provide an estimated date by which you can expect our final response.

Stage 4 - Final View

Our final written response will:

  • Summarise your complaint.
  • Explain the outcome of our investigation.
  • Explain any action we have taken or propose to take.
  • Advise you of your right to refer the complaint to The Property Redress Scheme if you remain dissatisfied.

Stage 5 - Referral to The Property Redress Scheme (PRS)

If you remain dissatisfied after receiving our final written response, or if more than 8 weeks have passed since you first made your complaint and it has not been resolved, you may refer your complaint to The Property Redress Scheme (PRS) for independent review.

The complaint must normally be referred to PRS within 12 months of receiving our final viewpoint letter.

The Property Redress Scheme provides a free, independent dispute resolution service for consumers. Further information can be found on the PRS website.