Complaints
Clear, fair and prompt handling of concerns.
Our commitment
Rowan Property aims to provide a personal, professional service. If you believe we have fallen short, we want to understand what happened and have a fair opportunity to put matters right.
This procedure is available to sellers, buyers and other consumers who have dealt with Rowan Property.
Timescales at a glance
3 working days
Written complain acknowledged.
10 working days
Full written response following acknowledgment.
Up to 8 weeks
For Rowan’s internal complaints process to conclude.
Within 12 months
To refer the complaint to Property Redress following the last relevant communication.
01
Speak to us
Many concerns can be resolved quickly through a conversation.
Please contact Toby by telephone or email, explain what has happened and let us know what you would like Rowan Property to do. We will listen, clarify the facts and try to agree a practical resolution.
If the matter cannot be resolved informally - or if you would prefer it to be investigated formally - you can submit a written complaint.
Make a formal complaint
If you would like the matter formally investigated, please make clear that your correspondence is a formal complaint and send it using the contact details below.
Providing as much relevant information as possible will help us understand and investigate your concerns properly.
02
03
Investigation and response
We will acknowledge your written complaint within three working days.
The complaint will be investigated by Toby Brewster-Mackinnon, Director. We may contact you for clarification or further evidence and will review the relevant records and communications.
We aim to provide a full written response within 10 working days of sending the acknowledgement. This will address the material points raised, explain our findings and set out any action or proposed resolution.
Independent review
Our final response will confirm when Rowan Property’s internal complaints procedure has concluded. If you remain dissatisfied, you may refer your complaint to Property Redress.
You would normally need to allow Rowan Property up to eight weeks to complete its internal process and must contact Property Redress within 12 months of your last relevant communication with us.
The eight-week and 12-month periods match Property Redress’s current consumer guidance. Property Redress complaints guidance
04
Formal complaint details
Please send your complaint to:
Email: toby@rowan-property.co.uk
Telephone: 07502 350745
Post:
Toby Brewster-Mackinnon, Director
Rowan Property Edinburgh Ltd
5 South Charlotte Street
Edinburgh
EH2 4AN
What to include
Please provide as much relevant information as possible including:
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what happened and why you feel the service fell short;
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how you would like the matter to be resolved;
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the relevant property address;
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the dates and times of relevant events;
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the names of anyone you spoke to; and
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copies of relevant correspondence, documents, photographs or other evidence.
Make a complaint online
Post
Property Redress Limelight, 1st Floor, Studio 3 Elstree Way Borehmawood Hertfordshire WD6 1JH
Accessibility and records
If you need reasonable assistance to make a complaint or to communicate with us, please let us know and we will try to accommodate your needs.
Rowan Property will retain relevant complaint records and handle personal information in accordance with its Privacy Policy and applicable data-protection law.