Complaints procedure

How to complain

You can raise a complaint with us by:

• Email: info@rgsproperties.co.uk
• Phone: +44 7400 054023
• Post: 167-169 Great Portland Street, London W1W 5PF (our registered office)

What to include

To help us investigate quickly, please include:

• Your name and contact details
• The address of the property the complaint relates to
• A clear description of what happened and when
• Copies of any relevant correspondence or documents
• What outcome you are looking for

What happens next

We will acknowledge your complaint and investigate it thoroughly. Once our investigation is complete, we will issue a written final response setting out our findings and, where appropriate, what we will do to put things right.

Our full Complaints Policy, including our internal process in more detail, is available to read or download:

RGS Properties Complaints Policy (PDF)

The Property Ombudsman

If you remain dissatisfied, or we have not resolved your complaint within eight weeks, you can refer it to The Property Ombudsman, free of charge, within 12 months of our final response.