Complaints Procedure

At FP Rose, we are committed to providing a professional, transparent and high-quality service to all of our clients and customers. We take all complaints seriously and view them as an opportunity to improve our service.

If you are dissatisfied with any aspect of our service, please let us know as soon as possible so that we can investigate and resolve the matter fairly and promptly.

How to Make a Complaint

Please submit your complaint in writing, providing as much detail as possible, including:

- Your full name and contact details

- The property address (if applicable)

- Details of your complaint

- Copies of any supporting documentation or correspondence

Complaints should be sent to:

FP Rose Estates Ltd
7 Leycester Court
Leycester Place
Warwick
CV34 4BY

Telephone: 01926 945603

Email: Daniel.Pare@FPRoseEstates.co.uk
Email: Bruno.Falcato@FPRoseEstates.co.uk

Our Complaints Process

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within three working days and provide you with a copy of our complaints procedure.

Stage 2 – Investigation

Your complaint will be thoroughly investigated by a senior member of staff. We will review all relevant information and speak with any members of staff involved.

We aim to provide a formal written response outlining the outcome of our investigation within 15 working days of our acknowledgement.

Stage 3 – Internal Review

If you remain dissatisfied with our response, you may request a further review by a senior member of the business who has not previously been involved in the matter.

We will provide our final written viewpoint within 15 working days of receiving your request for review.

Stage 4 – Independent Redress

If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since your complaint was first made, you may refer the matter to the Property Redress Scheme for independent review.

Property Redress Scheme

Premiere House
1st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Website: www.propertyredress.co.uk

Email: info@propertyredress.co.uk

Telephone: 0333 321 9418

The Property Redress Scheme is an independent government-approved redress scheme for property agents and will review complaints impartially once our internal complaints procedure has been exhausted.

Important Information

Complaints should be referred to the Property Redress Scheme within 12 months of receiving our final viewpoint letter.

The Property Redress Scheme requires all complaints to be addressed through our in-house complaints procedure before an independent review can take place.