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Rocket Estate Agents Ltd is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.

Stage One – Branch Manager

Complaints should, in the first instance, be directed in writing to the Manager of the estate agency branch or department you have been dealing with. Once received your letter will be acknowledged within 3 working days and the manager will endeavour to liaise with you quickly and resolve your complaint immediately, and no later than 15 working days from the first notification.

Stage Two – Managing Director

If, after you have dealt with the branch manager, you remain dissatisfied you may address your concerns, in writing, to the Managing Directors and your concerns will then be assigned and reviewed by the Managing Director/s or appropriate member of the Management team for a final viewpoint.

Mr Jatinder Khera
Rocket estate agents
Sheraton skyline Bath Road
Hayes
UB35BP
Or Email: contact@rocketestates.co.uk

Stage Three – The Property Ombudsman

If you remain dissatisfied with the outcome of your complaint after dealing with a manager, and once you have received a final viewpoint letter from a director you may approach the Property Ombudsman.

Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.

The Property Ombudsman
Milford House 43-55 Milford Street
Salisbury Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk / www.tpos.co.uk

• You must make your complaint to the Property Ombudsman no earlier than 8 weeks after your initial written notification and no later than 12 months of the date of our final viewpoint letter.
• The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
• The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late payment charges and/or further action.