Complaints Handling Procedure

Here at Rockett Home Rentals Limited we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow out Complaints Handling Procedure (“CHP”), details of which can be found below:

 

Membership details

Rockett Home Rentals Limited is a member of the Property Ombudsman Scheme (“TPOS”) and the Association of Residential Letting Agents (“ARLA”).

By belonging to these organisations, we are required to follow strict professional standards.

Stage One – First Point of Contact

If you have a complaint, please put it in writing, including as much detail as possible. We will acknowledge your complaint within three working days of receipt. Your complaint will then be thoroughly investigated, by a senior member of staff, who was not directly involved in the transaction. A formal written outcome will be sent to you within 15 working days of sending the acknowledgment letter.

Contact details:

Rockett Home Rentals Limited
1 Silverdale Road, Wolstanton,
Newcastle-under-Lyme,
Staffordshire, ST5 8BQ

(T): 01782 638111

Stage Two – Managing Director

If you remain dissatisfied with the outcome, you may address your complaint to the Managing Director, who will carry out a second review. You must send this letter within 28 working days of receipt of the initial outcome received. Your correspondence will be acknowledged within 3 working days and the Managing Director will issue a final viewpoint letter within 15 working days of sending this acknowledgment letter. The final viewpoint letter is a written statement, setting out the review findings and a clear statement of our final view on all the complaints raised.

Contact details:

Mr Bill Rockett
Rockett Home Rentals Limited
1 Silverdale Road, Wolstanton,
Newcastle-under-Lyme,
Staffordshire, ST5 8BQ

(T): 01782 638111

(E): Bill@rocketthomerentals.com

Stage Three – The Property Ombudsman Scheme

Upon receipt of our final viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman to request an independent review without charge.

Please note the following:

The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.

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

Contact details:

(T): 01722 333 306

(E): admin@tpos.co.uk

(W): https://www.tpos.co.uk/

(P): TPOS Complaints,
Milford House,
43-55 Milford House,
Salisbury,
Wiltshire, SP1 2BP

Stage Four – Propertymark Regulation

Once the Ombudsman has concluded its investigation you may forward your complaint to the NFoPP Regulation Department which is the regulatory function of ARLA.

You will need to submit your complaint to the NFoPP Regulation Department within 6 months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review, a copy of your signed acceptance/ rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.

(E): help@propertymark.co.uk

(W): https://www.propertymark.co.uk/complaints/

(P): Arbon House,
6 Tournament Court,
Edgehill Drive,
Warwick CV34 6LG

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