At ROC Management, we are committed to providing excellent service to all of our clients and tenants. However, we recognise that sometimes things don’t go as planned. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so that we can address them quickly and effectively.
Our Complaints Procedure is in place to ensure that your concerns are handled fairly, efficiently, and in line with the standards set by the Property Redress Scheme (PRS). Please follow the steps outlined below to make a complaint, and we will ensure that your issue is resolved as swiftly as possible.
If you have a complaint or concern, we encourage you to contact us as soon as possible. The quickest way to resolve an issue is to communicate directly with the team member who has been assisting you. You can contact us via:
When you contact us, please provide as much detail as possible regarding your complaint, including any relevant dates, documents, or correspondence. We aim to acknowledge all complaints within 2 working days of receipt and will make every effort to resolve the issue at this stage.
If your complaint cannot be resolved informally or within a reasonable time frame, you can submit a formal complaint to ROC Management. To do so:
Once a formal complaint is received, we will:
If you remain dissatisfied with the outcome of your complaint, you can request that the matter be escalated to a senior manager for further review. This request should be made in writing, and we will ensure that a senior manager reviews your case in full. We aim to respond to escalated complaints within 10 working days.
If you are still dissatisfied after receiving our final response, you have the right to refer your complaint to an independent redress scheme. ROC Management is a member of the Property Redress Scheme (PRS), which is an independent service that resolves disputes between consumers and property agents. You can refer your complaint to the PRS if:
To refer your complaint to the Property Redress Scheme, please contact them using the details below:
Property Redress Scheme (PRS)
The PRS will conduct an impartial review of the case and issue a final decision. As members of the PRS, we are committed to complying with their findings.
We take all complaints seriously and aim to resolve them in a fair and transparent manner. We are committed to improving our services based on feedback and strive to ensure that our complaints handling process is always effective.
ROC Management adheres to the following policies in line with industry standards:
Should you require a copy of any of our internal policies, please do not hesitate to request them via email or during your interactions with our team.
We value your feedback and remain committed to resolving any issues or concerns you may have. If you have any questions regarding our complaints procedure or need assistance, please do not hesitate to get in touch with us.
ROC Management
Email: info@rocmanagement.co.uk
Phone: 0207 183 6132
Office Address: 40 Bank Street, London, E14 5NR