In-house complaints procedure.

01 — MAKING A COMPLAINT

Tell us what has happened.

Please send your complaint in writing by email to office@business-rock.com. You can also write to our registered office at the address shown below.

To help us investigate promptly, please include:

• Your full name and contact details.
• The property address, if relevant.
• The name of the Business Rock team member you have been dealing with, if known.
• A clear description of your complaint and what you would like us to do to resolve it.
• Relevant dates, correspondence or supporting documents.

We will record your complaint and handle it in accordance with the stages below. If you raise a concern verbally, we will make a record and may ask you to confirm the details in writing so that we can investigate fully.

02 — STAGE ONE

Initial investigation

We aim to acknowledge your complaint within three working days of receiving it in writing.

Your complaint will be investigated by the appropriate manager or senior member of the team. They will review the relevant records, speak to the people involved where appropriate and consider the points you have raised.

We aim to send you a written response within 15 working days of receiving your complaint. If the matter is complex or circumstances outside our control mean we need more time, we will let you know, explain the reason and provide an updated timescale.

03 — STAGE TWO

Senior review and final viewpoint

If you remain dissatisfied with our Stage One response, you may ask us to review the complaint. Please explain which parts of our response you disagree with and why.

A senior member of the team who was not directly involved in the original matter will review the complaint and the steps taken so far, where practicable. We aim to provide our final written viewpoint within a further 15 working days.

Our final viewpoint concludes Business Rock’s internal complaints procedure. We aim to complete the full process within eight weeks of receiving your written complaint.

04 — INDEPENDENT REDRESS

The Property Ombudsman

Business Rock Property Limited is a member of The Property Ombudsman (TPO), membership number T02024.

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to TPO. You may also contact TPO if eight weeks have passed since you first made your written complaint and our internal procedure has not been completed.

You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter. TPO will consider whether the complaint falls within its remit and its scheme rules.