Complaints Procedure

We value our customers’ reviews and are committed to providing professional service at all times. If something doesn’t go as planned, we want to know about it. In accordance with the Property Ombudsman’s Code of Ethics, our complaints procedure is described below:

The first step is to write to the office manager to give full details of your complaint. Upon receipt of your complaint, we will acknowledge receipt within 3 working days. An investigation will then be undertaken and you will receive a response to your complaint within 15 working days.

If you are not satisfied with the response given by the Manager, or the matter remains unresolved, you can escalate your complaint to the Director for our company’s final viewpoint:

Director

Royal Mint Properties

Office Suit, 5a Henrique Street

London, E1 1NB

A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint. The Property Ombudsman requires that any complaint be considered using our procedure for complaints before they were sent to their independent review.

If you remain unhappy with the final point of view of our company, you can send your business to the Ombudsman of Property for their review. Full details of the procedure and complaints form, along with the Code of Practice and Terms and Conditions, are available on their website at www.tpos.co.uk. You can also call them on 01722 333 306 or write to them at:

The Property Ombudsman Scheme Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP

Contact your estate agent within 12 months of our final opinion.

Royal Mint Properties is registered in England and Wales (registered number 10762426).

Our registered office is at Office Suite, 5a Henrique Street, London, E1 1NB