Complaints Procedure

RJ Country Homes Ltd. is committed to the highest standards of service and compliance. Each of our offices is bound by theThe Property Redress Scheme’s Code of Practice.

We understand that sometimes things can go wrong and if they do, we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at operations@rjcountryhomes.co.uk

We have a standard procedure for handling complaints which is as follows:

1. Making a complaint

Each office is independently owned and operated and has a local Director who will be, in part or in whole, an owner of the branch. In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 14 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 28 working days.

2. If you remain dissatisfied

If you feel the matter remains unresolved you should write to the branch Director at the relevant office explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

3. Independent redress

In the unlikely event that you are still dissatisfied then you may refer the matter to The Property Redress Scheme at the following address:

1st Floor,
Premiere House,
Elstree Way,
Borehamwood
WD6 1JH

Tel No.: 0333 321 9418

Email: complaints@theprs.co.uk

Website: www.theprs.co.uk

4. What next?

You will receive written confirmation from The Property Redress Scheme that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The complaint will be reviewed by The Property Redress Scheme’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.