At Root Home, we are committed to providing a professional and high-quality service to all our clients and customers. If something goes wrong, we encourage you to let us know so we can address the issue and continue improving our standards.
We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, disability, language barriers, economic circumstances, bereavement, or other personal circumstances.
How to Make a Complaint
If you have a complaint, please submit it in writing with as much detail as possible. You can contact us via email or post. We will respond according to the timelines outlined below. If you feel we have not adequately addressed your complaint within eight weeks, you may be able to escalate it to The Property Ombudsman.
What Happens Next?
- Acknowledgment
We will acknowledge receipt of your complaint in writing within three (3) working days of receiving it and provide a copy of this procedure. - Investigation
The complaint will be investigated by our office manager, who will review your file and speak with the staff member(s) involved. A formal written response detailing the outcome of our investigation will be sent to you within fifteen (15) working days of receiving your complaint. - Further Review
If you remain dissatisfied, you may request a further review. This will be conducted by a senior member of staff, who will aim to provide a final written response within fifteen (15) working days of your request. - Independent Review
If you are still unsatisfied with our final response, or if more than eight (8) weeks have passed since your initial complaint, you may refer the matter to The Property Ombudsman for an independent review, free of charge.
The Property Ombudsman
Email: admin@tpos.co.uk
Phone: 01722 333 306
Website: www.tpos.co.uk
Make a Complaint: The Property Ombudsman
Important Information:
- You must submit your complaint to The Property Ombudsman within 12 months of receiving our final response, along with any supporting evidence.
- The Property Ombudsman requires that all complaints go through this in-house process before they can be reviewed independently.
At Root Home, we take all complaints seriously and strive to resolve them fairly and efficiently. Thank you for giving us the opportunity to address your concerns.
