Should you encounter any
problems with the services provided by Riley Marshall which the negotiator is
unable to resolve, please write to our office manager at
[email protected] in
the first instance. The complaint will be acknowledged within two working days
of receipt and Riley Marshall will take actions to address the problem. A
formal response will be sent back to you within 5 working days.
If this does not resolve your
issue then you can refer the case to
[email protected]. We are part of The Property
Ombudsman (TPO) scheme, a government approved Ombudsman that specialises in the
property market. If you do not feel that we have been able to resolve your
problems even after the above processes are followed then you can request a
letter that entitles you to refer the matter to TPO within six months for
review. For the avoidance of doubt, The Property Ombudsman will only review
complaints made by consumers and not agencies. More information is available
here http://www.tpos.co.uk/index.htm However we would like to
reassure you that we take great pride in our customer service and so we will
endeavour to deal with any problems as quickly as possible. We would expect to
be able to resolve your issues quickly and at the first stage of this process.
While we sincerely apologise for your dissatisfaction, we would like to thank you for your patronage and feedback.
We have reviewed your file and can see that there was an inconsistency in the calculation regarding the referencing fees on the pre-tenancy application form. The price indicated in the breakdown was calculated based on one tenant with no guarantor. As only one applicant was shown and named on the completed pre-tenancy application by Olivia on the 8th of June. Sean therefore calculated the reference fee based on the single individual, as per the application form. Page 2 of the application does have a very clear breakdown of all fees indicating the increased costs based on the number of applicants and additional costs for guarantors, providing transparency in that regard. I can assure you that there was certainly no scamming or bullying involved in any way, shape or form, as you have suggested. We do take exception to such unfounded accusations. It is unfortunate that one of the guarantors that was put forward could not pass the affordability calculation and as such an additional guarantor had to be put forward therefore increasing the cost for the extra reference application. We appreciate that the referencing process can feel invasive for some, however, it is part of the letting process and is required to ensure all tenants suitability and affordability before entering a tenancy. All referencing is done through an industry leading independent third party referencing agency, Letsure, and their requirements are quite straight forward. I am very sorry that you feel the process was an intrusion into your personal life.
As for the change in move date, that is something that we unfortunately had not control over, as the current tenant refused to vacate the property on the date that had been agreed. All paperwork signed by the landlord reflects the move date of the 7th of August, as agreed. Upon being informed about this by the landlord we immediately exhausted all available options to hold the landlord and outgoing tenant to the agreed move date of the 7th and remedy the situation. You were also updated about the matter as soon as it was brought to our attention. Unfortunately the exiting tenant has essentially held the landlord to ransom and refused to move out on the agreed date. As we do not manage the property we did not have any involvement in that process and as such could not prevent that from occurring. We apologise profusely for the inconvenience that this issue may have caused as a result. Having thoroughly investigated the matter our findings show that there is no evidence of negligence, foul play or incompetence from any of the Riley Marshall team. Should you feel that the matter has not been adequately addressed, please do contact us directly or follow the in house company complaints procedure.