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 experience with the landlord at the property and the unexpected delays with the completion of the works, we would like to thank you for your patronage and feedback.
It is very unfortunate to hear about your displeasure and take such matters extremely seriously. I have looked into the issue and can confirm the following:
- There were unexpected delays with the construction works at the property. The landlord did not inform us about
this and apologise on her behalf for the inconvenience that you have suffered as a result. The date we advised
the works would be complete was the date the landlord confirmed. Following your offer we reconfirmed this with
the landlord on several occasions and have email confirmation to support this, to ensure that the property
would be ready for your move in date. Nothing to the contrary was expressed by the landlord.
- We would like to clarify that the rental value was agreed at £875.00 and not the £850.00 that is mentioned above.
The initial offer put forward to the landlord was for £850.00 a month, however, that offer was unfortunately not
accepted. Consequently the offer was revised to the sum of £875.00 a month and our company also waivered
the referencing costs as a good will gesture. On the 9th May 2012 a new holding deposit receipt was drafted to
reflect these changes and you, the tenant, came into our office to sign this in agreement, you were also given a
copy of this for your records.
We are pleased that you have confirmed that service received from our company was good and handled in a professional manner. However, it is deeply disappointing that due to circumstances beyond our control this situation has left you in a position where you would not like to use our services again in the future.
We totally appreciate that although the misfortune you have incurred was not a result of the actions of our company or any of its staff, this still reflects negatively on us. We had not worked with this particular landlord before in the past and were given both of the newly built units to let on her behalf. The tenants in the other property have also experienced problems with this particular landlord. We have therefore decided not to continue working her given these circumstances, as it is very important to us that every client feels they have been treated with honesty, efficiency and great service.