RBM Complaints Procedure

If you have a question, or would like to make a complaint please do not hesitate to contact us on complaints.roxburghblockmanagement@gmail.com.
 
We are happy to discuss your concerns initially by phone (please call 07717 784624), but if you wish to make a formal complaint then we would also ask you to put this in writing to:
Formal Complaints Department
Roxburgh Block Management Limited
The Commissioners' Building
4 St Thomas' St
Sunderland
SR1 1NW
 
On receipt of your written complaint, one of our directors will log the complaint and contact you to acknowledge receipt. This normally happens within 10 days of receiving your letter.
 
We’ll confirm our understanding of your case and invite you to make any further comments relevant to the case and if necessary, inform our professional indemnity insurers. We will then investigate the issues you raise.
 
Normally, within 28 days of receiving your initial written complaint, we will then write to you, letting you know the outcome of our internal investigations and outlining the actions we have taken, or will take next.
 
Once resolved, the complaint is closed and any lessons learned will be shared and discussed with our employees.
 
If you are not happy with how your complaint is handled, then the following options for independent review or arbitration are available. This is not an exhaustive list, but these are the schemes that are approved by RICS.
 
Consumer complaint
If the complaint has still not been satisfactorily resolved within 8 weeks of it being made you can then take it onto an independent review at: PRS (Property Redress Scheme), contactable at:
 
Website: https://www.theprs.co.uk/
Email: info@theprs.co.uk  
Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Phone: 0333 321 9418
 
Business complaint
Where the complaint is made by or on behalf of a business, we would refer the matter to arbitrators selected via RIBA, RICS or the CIA.
If you need more information about dispute resolution, or want clarification on your rights or the process outside of our complaints procedure, please visit www.rics.org/drs or contact the RICS Dispute Resolution Service on 0207 334 3806 or email drs@rics.org.