We don’t receive many complaints but when we do, it’s taken seriously.
Follow these simple steps and we will do our best to help resolve your complaint.
Step 1 – Call
Try to call and have a discussion with the person in the office. If you cannot contact the person, then speak to the office manager who will document your complaint and take your details for the relevant person to come back to you. Please note, that this should be the same day but may take up to 3 working hours, depending on when your call. Stage 1 of The Complaints Process below.
Step 2 – Writen Letter / Email
If you have not received a call or email response after 48 hours, please send an email to info@redpropertypartnerhsip.co.uk or a letter to The Director, Red Property Partnership, 501 Kingsland Road, London, E8 4AU. Please outline your complaint, remember to note, the dates, emails, calls, your complaint, and preferred outcome.
You will receive an acknowledgement of your email and we will prepare a response within 15 working days. Stage 2 of The Complaints Process below.
Stage 3 – Review
If you are not satisfied with our reply to Step 2, please give us as much information as to why you are not satisfied and we will review your complaint again. You may wish to take legal advice from a solicitor or the Citizen Advice Bureau. Stages 3 & 4 of The Complaints Process below.
You may decide to make a complaint to our governing bodies, The Property Ombudsman, NAEA or ARLA
Stage 4 – If you are still not happy with the outcome
Stage 5 of The Complaints Process below. You have up to 12 months from the date of your first letter or 8 weeks since the complaint was first made (if not responded to) to refer your complaint to the Ombudsman in writing, although it is preferable that you do so as soon as possible if you wish to pursue this matter further.
Abuse to staff
We do not tolerate abusive behaviour towards our staff. Should we feel you are being abusive, we reserve the right to withdraw from any investigations.
If we feel the same complaint is being made by the same party, we may disregard this and inform you in writing.
