Rochills Complaints Procedure

Our commitment to customers

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service

What is a complaint?
A complaint is when you tell us you are not happy about the service we provide.
It can be about anything and could include:

  • When we do not deliver a service on time
  • When we give you the wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff

How to make a complaint
If you wish to make a complaint you can contact us in any of the ways listed below.
By email at lettings@rochills.co.uk or sales@rochills.co.uk
In writing to us at:
Rochills Estate Agents,
69 High Street,
Walton on Thames
Surrey
KT12 1DJ
By phone on 01932 222 120

Your complaint will be acknowledged within 3 working days and fully investigated with a response issued to you within 15 working days.
If you are unhappy with the response you can contact one of the Directors, Marcel Roccia and Sarah Roccia in writing at:
69 High Street
Walton on Thames
Surrey
KT12 1DJ
A further response will be sent to you within 15 working days.

If you are still unhappy
If you are still unhappy with our response you can contact the Ombudsman Consumer Enquiries, within 6 months of our final response to you, in one of the ways listed below:
Tel: 01722 333 306
Email: admin@tpos.co.uk
In writing at:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2
The Ombudsman will not normally investigate a complaint unless the internal complaints procedure has been exhausted.
Details on how to complain to the Ombudsman can be found at: https://www.tpos.co.uk/consumers/how-to-make-a-complaint for sales complaints https://www.tpos.co.uk/consumers/how-to-make-a-complaint for lettings complaints. Rochills aim is to treat every complaint fairly when investigating complaint.

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