Complaints Procedure Jan 2023

Rendall and Rittner have a complaints handling procedure to ensure good customer service and regulatory compliance. Adenike Olowe coordinates complaints that can be submitted in writing or email. Complaints will be acknowledged within 3 days and investigated, with a response within 15 days or an update if more time is needed. If still unsatisfied, customers can request a senior staff review and final response within 15 days or escalate to the Property Ombudsman or other organizations depending on the matter.

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Complaints Procedure Jan 2023

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RENDALL AND RITTNER LIMITED – COMPLAINTS HANDLING PROCEDURE

Rendall and Rittner prides itself on the service that it provides to its customers, however it is
recognised that from time to time, problems occur that give rise to a customer making a complaint.
In the interests of good customer service, and to comply with regulatory requirements, Rendall and
Rittner Limited have adopted the following procedure which will be followed in dealing with any
complaint received:
1. We have appointed Adenike Olowe to coordinate complaints. If you wish to make a
complaint or have a query regarding a potential complaint, please do not hesitate to
contact her at [email protected]. Alternatively you can write to:
Rendall and Rittner, 340 Deansgate, Manchester M3 4LY.
2. If you have initially made your complaint verbally, whether face-to-face or on the
telephone, we do ask that you put your complaint in writing to us.
3. Once we have received your written complaint, we will send an acknowledgment email
within 3 working days.
4. Within 15 working days of receipt of your written complaint, we will write to you to inform
you of the outcome of our internal investigation into your complaint and let you know what
actions, if any, we have taken or will take. If at this stage, we are unable to conclude our
investigations, we will advise you accordingly, with reasons and confirm our anticipated
timescale for conclusion.
5. If, at this stage, you are still not satisfied, you should contact us again and we will arrange
for a separate review to take place by a senior member of staff.
6. We will write to you within 15 working days of receiving your request for a review,
confirming our final viewpoint on the matter.
7. If you are still not satisfied after the last stage of the in-house complaint procedure (or
more than 8 weeks has elapsed since the complaint was first made) then you can take the
matter up with The Property Ombudsman without charge:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
Tel: 01722 333 306
Email: [email protected]
Website: http://www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of
receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house
complaint’s procedure, before being submitted for an independent review.
8. If you are a client and remain dissatisfied with any aspects of our internal handling of your
complaint and/or the separate review, your complaint can also be referred to:
Business redress scheme (for clients):
RICS Dispute Resolution Service, Surveyor Court, Westwood Way, CV4 8JE
Tel: 020 7334 3806
Email: [email protected]
https://www.rics.org/uk/footer/contact-us/concerns/raising-concerns-
about-a-regulated-member/
9. If your complaint refers to an insurance matter and you remain dissatisfied with any aspects
of our internal handling of your complaint and/or the separate review you can refer this to:
Financial Ombudsman Service (FOS), (insurance matters):
Exchange Tower London E14 9SR
Tel: 0300 123 9 123 or 0800 0234567
Email: [email protected]
Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
10. If your complaint refers to a utilities matter and you remain dissatisfied with any aspects
of our internal handling of your complaint and/or the separate review you can refer this to:
Ombudsman Services (utilities matters):
Post: Ombudsman Services: Energy, P.O. Box 966
Warrington, WA4 9DF
Tel: 0330 440 1624
Email: [email protected]
Website: https://www.ombudsman-services.org
For more information please visit: www.ombudsman-services.org