Rivers Castles Complaints Handling Procedure
At Rivers Castles, our complaints-handling procedure fully complies with regulatory requirements. Our process consists of two stages:
- Stage One: Rivers Castles will review and consider your complaint, working to resolve it to your satisfaction. We are committed to addressing concerns promptly and fairly.
- Stage Two: If you are not completely satisfied with our response, you have the option to escalate your complaint to an RICS-approved independent redress provider. In our case, this is the The Property Ombudsman, ensuring a fair and impartial resolution.
Stage 1
How to Submit a Complaint
If you have already spoken to us regarding your complaint, please provide the details in writing and send them to:
Nazir Ahmed
Rivers Castles Property Management Limited
16 Courts Way
Aveley
RM15 4DG
📞 0208 090 0968
📱 0754 332 2110
✉ Nazir@riverscastles.co.uk
We will acknowledge receipt of your complaint within five working days. If we are unable to resolve your complaint immediately, we will provide you with an update within two weeks.
At Rivers Castles, we are committed to handling all concerns with professionalism and fairness.
Stage 2
Escalating a Complaint
If we are unable to reach an agreement on how to resolve your complaint and you remain dissatisfied, you have the option to escalate the matter to an RICS-approved independent redress provider.
We are members of the following redress schemes:
The Property Ombudsman (TPO)
Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
01722 333306
admin@tpos.co.uk
www.tpos.co.uk
We are committed to ensuring all complaints are handled fairly and transparently. If you need further assistance, please don’t hesitate to contact us.