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Rushbrook & Rathbone Complaints Procedure

Our complaints procedure is designed to deal with any expression of customer dissatisfaction fairly, consistently and promptly . If a customer is dissatisfied in any way with the service provided by Rushbrook & Rathbone Limited, we will try to find out why and resolve the problem in an appropriate manner.

  • Rushbrook & Rathbone Limited, a member of The Property Ombudsman, aims to provide the highest standards of service to all our cust omer s. To ensure that your interests are safeguarded, a complaints procedure has been int roduced. This provides for the matter to be dealt with internally by the Operations Director and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman .
  • If you believe you have a complaint, please write in the first instance to the Director at the address as below:

        Pauline Davis

        Rushbrook & Rathbone Ltd Portmill House

        Portmill Lane Hitchin

        Herts SGS lDJ

  • Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.
  • If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the  complaint reviewed by our Managing Director

        Managing Director Rushbrook & Rathbone Ltd

        Portmill House

        Portmill Lane Hitchin

        Herts SGS lDJ

  • In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matt er referred to The Property Ombudsman.

        The Property Ombudsman Limited Milford House

        43-55 Milford Street,

        Salisbury, Wiltshire, SPl 2BP 332293

        Email : Admin@tpos.co.uk Website:  www.tpos.co.uk

        Telephone: 01722 333306 Fax: 01722 332293

We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.