Complaints Procedure
We take all complaints seriously and handle them promptly, fairly, and transparently — in line with RICS professional standards.
At Rosecrest Group Ltd, we are committed to providing a high standard of service to all our clients. However, if something goes wrong, we want to hear from you. All complaints are handled and documented in accordance with RICS professional standards and regulatory requirements, ensuring a structured, consistent, and fair process at every stage.
Step 1
Speak to Us
Informal Resolution
In many cases, concerns can be resolved quickly and efficiently by speaking with a member of our team. If you are unhappy with any aspect of our service, we encourage you to contact us in the first instance so we can try to resolve the issue informally.
Step 2
Submit a Formal Complaint
Written Complaint
If your concern cannot be resolved informally, or you remain dissatisfied, you may submit a formal written complaint. This ensures we fully understand your concerns and can investigate them thoroughly.
Please include the following in your complaint:
- Your full name
- Property address (if applicable)
- Details of your complaint
- Any supporting documents
Submit your complaint by email
Send your written complaint with all relevant details to:
Step 3
Independent Review
CEDR Escalation
If you are not satisfied with our final response, you may refer the matter to our independent redress provider, the Centre for Effective Dispute Resolution (CEDR), who provide a free and impartial dispute resolution service for consumers.
Please note: CEDR does not deal with residential agency complaints.
CEDR Contact Details
Centre for Effective Dispute Resolution
100 St Paul's Churchyard, London, EC4M 8BU
What Happens Next?
Acknowledgement
Within 7 calendar days
Written Response
Within 28 calendar days
Updates Provided
If more time is needed
Our Commitment to You
- Treat your complaint seriously and respectfully
- Investigate fairly and impartially
- Keep clear records at every stage in line with RICS requirements
- Aim to resolve matters as quickly as possible
All complaints are reviewed internally to help us improve our services and prevent similar issues in the future.
Ready to submit a complaint?
We will acknowledge your complaint within 7 calendar days.
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