Legal
Complaints Procedure
We are committed to providing the highest standard of service. If something has gone wrong, we want to know — and we want to put it right. This is our formal procedure, aligned with The Property Ombudsman Code of Practice.
Our 5-step process
Raise your complaint
Contact the branch or department involved. Most concerns are resolved informally within 48 hours by the team you have been dealing with.
Formal written complaint
If not resolved, submit your complaint in writing to our Customer Care Team at complaints@rmest.co.uk. We will acknowledge in writing within 3 working days.
Investigation & response
A senior manager independent of the original team will investigate and issue a full written response within 15 working days of your formal complaint.
Final viewpoint letter
If you remain dissatisfied you may request a review by our Managing Director. A Final Viewpoint letter will be issued within 8 weeks of your original written complaint.
The Property Ombudsman
If unresolved after our Final Viewpoint letter, you may refer the matter free of charge to The Property Ombudsman within 12 months of the date of that letter.
Contact our Customer Care Team
The fastest way to lodge a formal complaint.
- complaints@rmest.co.uk
Office hours: Monday–Friday 9:00–18:00. Written complaints receive an acknowledgement within 3 working days.
The Property Ombudsman
Independent, free redress scheme. Refer your complaint after receiving our Final Viewpoint letter.
- admin@tpos.co.uk
Frequently asked questions
+Is there a fee to make a complaint?
No. Our internal complaints procedure and referral to The Property Ombudsman are both free of charge.
+What information should I include?
Your full name, property address, the RMEST employee involved, a clear description of the issue, dates, and what outcome you are seeking. Copies of any relevant correspondence help us investigate quickly.
+Can someone complain on my behalf?
Yes — please provide written authority for the nominated person to act for you, so we can share information without breaching data protection rules.
+What if my complaint relates to client money?
Where a complaint involves client money we will notify our Client Money Protection provider (ARLA Propertymark). Compensation of up to £50,000 per landlord may be available where applicable.
+Do you record complaints?
Yes. We maintain a complaints register for regulatory reporting and continuous improvement. Personal data is handled in line with our Privacy Policy.
Our commitments to you
- ✓ Acknowledgement within 3 working days
- ✓ Full written response within 15 working days
- ✓ Independent senior-manager review
- ✓ Final Viewpoint letter within 8 weeks
- ✓ Free access to The Property Ombudsman
- ✓ Annual root-cause reporting to our Board