Complaints
Complaints Procedure
Here at Rooftop Living, our mission is to provide a first class service built on company values and trust. This is to ensure we can provide you, whatever your needs, with the best customer experience in the property world.
We recognise sometimes things go wrong – If there is something you are not happy about, tell us straight away, so we can put this right.
Making a complaint – Stage 1
Any initial concern needs to be addressed to our Branch Manager and sent to the following address:
FAO: Branch Manager
Rooftop Living
We will then acknowledge the complaint within 3 working days of receipt.
Respond with a full written response within 10 working days of receipt of the complaint following a full investigation
If at this point you feel that your concernshave not been resolved, you should follow the guidance within Stage 2.
Making a complaint – Stage 2
If you believe your complaint has not been sufficiently resolved, you can contact a Director who will review your complaint in full and independently
investigate all areas of concern. They should be contacted in writing to the following address:
Rooftop Living
A full and comprehensive response will be sent back to you within 30 days of receipt of the complaint.
Following Stage 2 and once it has surpassed 8 weeks from the initial complaint, if you are still dissatisfied and believe your complaint has still not been resolved sufficiently you can contact the Property Redress Scheme which is a free and independent service.
Property Redress Scheme
0333 321 9418
