Here at Richmond Holmes, our dedicated customer service team is always available if you require any assistance or advice via phone, email or text.

We are open Monday to Friday from 10:00am until 18:00 pm.

Call our Customer Care team on 0121 572 2552 to discuss how we can support your property requirements.

Company Complaints Procedure

At Richmond Holmes, we are always committed to providing a professional service to all our customers and clients. In an unfortunate event if something goes wrong, we need you to tell us about it. This will help us to improve our services and standards. 

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter)

What will happen next?

Stage one:
We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.

Stage Two:
Assign the office manager to investigate your complaint. A formal written outcome of our investigation will be sent to you within 14 working days of sending the acknowledgement letter. (If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff).

Stage Three:
We will write to you within 14 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

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

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.