Complaints Procedure

At Rosebay Property, we are committed to providing a professional, honest and transparent service.

If something hasn't met your expectations, we want to know. We take all complaints seriously and will do our best to resolve concerns fairly, promptly and professionally.

How to Make a Complaint

If you have a complaint about our service, please contact us as soon as possible and provide as much information as you can about the issue.

Email: hello@rosebayproperty.co.uk

Correspondence Address:

Rosebay Property Solutions Ltd
Beavan Webb
Burford House
48 Beam Street
Nantwich
Cheshire
CW5 5LJ

What Happens Next?

Step 1: Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it.

Step 2: Investigation

We will investigate the matter and review any relevant information, communications and documentation.

Step 3: Response

We aim to provide a full written response within 15 working days.

If more time is required, we will keep you informed and explain the reasons for any delay.

If You Are Not Satisfied

Rosebay Property is a member of The Property Ombudsman (TPO).

If we are unable to resolve your complaint to your satisfaction, or eight weeks have passed since your complaint was first made, you may be entitled to refer your complaint to The Property Ombudsman for independent review.

Further information can be found on The Property Ombudsman website.

Our Commitment

We view complaints as an opportunity to learn and improve.

We are committed to treating all complaints fairly, respectfully and in accordance with our professional obligations.

If you have any questions about this procedure, please contact us at hello@rosebayproperty.co.uk.