RedDoor Homes In- House Complaints Procedure

1. RedDoor Homes Ltd a Member of The Property Ombudsman and ARLA Propertymark aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.    
This provides for the matter to be dealt with internally and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman and/or ARLA Propertymark.

2. If you believe you have a complaint, please write in the first instance to

Miss Sophie Brett
RedDoor Homes Ltd
143 High Street, Rochester
Kent, ME1 1EL

Email: sophie@reddoorhomes.co.uk

3. 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.

4. 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 at the address given below:

Mr Andrew Wicking
RedDoor Homes Ltd
143 High Street
Rochester
Kent
ME1 1EL

Email: andy@reddoorhomes.co.uk

5. In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to the The Property Ombudsman and/or ARLA Propertymark within 12 months of our final viewpoint letter. We will submit our file to the relevant body on request. You are also entitled to have your complaint referred to either governing body within 12 months 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. They can be contacted at:

  • The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, Tel: 01722 333306, www.tpos.co.uk/

  • ARLA Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive. Warwick, CV34 6LG, Tel: 01926 496800, www.arla.co.uk/