We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure you feel you have been listened to and your complaint duly considered.
The guidelines are that in the unfortunate position of a complaint we have eight weeks to consider your complaint and respond accordingly to conclude the process.
If you have a complaint, please follow the following steps:
1. Call us on 01992 711222 and ask to speak to a senior member of staff they will try and deal with your complaint. If you feel your issue has not been resolved go to the next step.
2. Send a letter of complaint to:
Att: Rebecca White
Rainbow Estate Agents
25 Market Square
Waltham Abbey
Essex, EN9 1DU
Send us a letter with the full details. You will receive an acknowledgement within 3 working days and a written response with findings within 15 days.
If we have not resolved it within this time you may complain to the Property Ombudsman.
3. Property Ombudsman will deal with the following complaints:
• Infringed your legal rights; or
• Failed to follow the rules and obligations for letting agents under the TPO Letting Code of Practice or any internal rules, procedures or statements of practice of the member; or
• Treated you unfairly; or
• Been guilty of maladministration (including inefficiency and undue delay)
If you feel your complaint falls between any of the points above, please contact The Property Ombudsman on: 01722 333306. Email:
[email protected], postal address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
Once a complaint has been with Ombudsman we cannot have communication with you until the complaint has been finalised.
Thank you for leaving us such a wonderful review. We strive for customer satisfaction, and your review reaffirms the hard work we put in every day to deliver a genuine, enthusiastic and honest service.
Thanks again,
The Rainbow Team