Complaints Procedure

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we are happy to hear about it as it will help us to improve our standards and service.

If you have a complaint, we request that you initially contact one of the company directors so they can discuss your complaint and attempt to resolve it, without the need for a more formal procedure.

If after speaking to the director you still wish to make a formal complaint, please put it in writing and post it to the address below, including as much detail as possible. We are not able to accept a complaint by email.

Address: Rohrs & Rowe, Beacon Place, Station Approach, Victoria, St Austell, PL26 8LG

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).


What will happen after we receive your complaint?

We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will be dealt with by one of the directors, who will review your file and speak to the person who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the initial acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another of the directors.

We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. We can provide you with the relevant contact details for The Property Ombudsman at this stage.


Please note the following:

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

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Should you remain dissatisfied after receiving our final viewpoint, you can refer your complaint to:

The Property Ombudsman

Milford House, 43-55 Milford Street, Sailsbury, SP1 2BD

01722 333306 | |


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