We acknowledge your complaint.
We will acknowledge receipt in writing, provide a copy of this procedure and tell you who will handle your complaint.
ROBERT ADAM · COMPLAINTS HANDLING PROCEDURE
Listening carefully.
Putting things right.
When something falls short of the service you expect, we want to understand what happened and put it right. Here is how to raise a concern, what happens next and where to turn if it remains unresolved.
WHAT YOU CAN EXPECT
03working days
to acknowledge receipt
to acknowledge receipt
15working days
for a written response*
From receipt of your complaint.for a written response*
*If more time is needed, we will explain why and keep you informed.
Your concerns deserve our attention.
We aim to provide a professional, personal service across sales, lettings, property management and block management. If you are unhappy with our service, we will listen, investigate fairly and explain our findings clearly.
We take complaints seriously and use what we learn to improve our service. Where we have made a mistake, we will acknowledge it, apologise and explain the steps we propose to put things right. There is no charge for using our complaints procedure.
Tell us what has happened.
Please send your complaint in writing to the Office Manager using the email or postal address below. This gives us a clear record of the points you want us to investigate. If you need help putting your concerns in writing, please call us.
YOUR FIRST POINT OF CONTACT
Office Manager
Robert Adam Estate Agents Ltd
30 Station Road, Cuffley
Hertfordshire, EN6 4HE
contact@robertadam.properties
01707 873126
Suggested email subject: Complaint - [property address]
What to include
- Your name, contact details and preferred way for us to respond.
- The property address and any relevant transaction or reference number.
- A clear summary of what went wrong, including relevant dates and people involved.
- Copies of useful correspondence or supporting evidence. Please keep your originals.
- The outcome you would like us to consider.
You do not need legal wording or a special form. If your concern involves the Office Manager, please mark it for the attention of a Director at the same address.
Clear steps. Clear timescales.
We look at the facts.
We will review the relevant records and speak with the people involved. We may contact you to clarify a point or ask for further information. The investigation will be impartial, with someone not directly involved in the issue reviewing it wherever possible.
We give you a written response.
We will provide a formal written response within 15 working days of receiving your complaint. It will explain what we investigated, our findings, the reasons for our conclusions and any action or remedy proposed. We will make clear when it is our final response and explain the independent redress route.
Working days mean Monday to Friday, excluding bank holidays in England. The three- and 15-working-day periods run from receipt of your complaint.
A route to an independent review.
We are a member of Property Redress, the independent redress scheme. Its service is free for consumers with an eligible complaint.
If you remain unhappy after our final response, or eight weeks have passed since we received your written complaint without a satisfactory resolution, you can ask Property Redress to consider the matter. It may accept a complaint before eight weeks where a final response has been issued, or in other circumstances allowed by its rules.
Property Redress decides whether a complaint falls within its scope. Its current conditions and consumer guidance explain the process and any exceptions.
Property Redress
Limelight, 1st Floor, Studio 3
Elstree Way, Borehamwood
Hertfordshire, WD6 1JH
Raising a concern with Propertymark.
As a Propertymark member, we are bound by its Conduct and Membership Rules. If you believe those rules have been breached, Propertymark provides a separate route for concerns about professional conduct.
Propertymark's published process asks you to use the agent's complaints procedure and the independent redress route first. If the issue remains unresolved, you can ask Propertymark to consider evidence of a breach of its rules.
Propertymark investigates conduct and may take disciplinary action. It does not award compensation. Its role is separate from Property Redress and is not an appeal against a redress decision.
Propertymark
Arbon House, 6 Tournament Court
Edgehill Drive, Warwick
CV34 6LG
Making it easier to be heard.
Please tell us if you need a reasonable adjustment, a different format or help communicating your complaint. We will discuss a suitable way to support you. You may ask someone to act on your behalf; we may need your authority before sharing information with them.
Making a complaint will not, in itself, affect the fair treatment you receive from us. We will treat you respectfully and ask that you treat our team in the same way.
An urgent repair or safety concern should also be reported through the appropriate property-management or emergency contact route. Please do not wait for a complaints response before reporting something urgent.
This procedure does not remove your statutory rights or prevent you from seeking independent advice. Some issues may need a different route, such as a tenancy-deposit dispute service, a court or tribunal. The relevant organisation can explain its scope and deadlines.
Learning from your experience.
We maintain a complaints log recording the concerns raised, correspondence, investigation, actions and outcome. We review it regularly to identify improvements to our services and training.
Records may be made available to Property Redress or Propertymark where needed for their functions and where lawful. Personal information is handled in line with our Privacy Policy, including the applicable retention criteria.
We welcome feedback as well as formal complaints. If something could work better, please let us know.
A DIRECT POINT OF CONTACT