The RICS requires its registered firms to operate a complaints handling procedure. Our policy is to look at complaints objectively and to take a constructive approach to reaching a satisfactory conclusion. Should you have a complaint, you agree to follow the process below, that will apply to any complaints received by Rosehill Advisors.

1. Any complaint from a client should be made in writing to Rosehill Advisors Limited, 13 Glasshouse Studios, Fryern Court Road, Fordingbridge, Hampshire SP6 1QX.

2. The complaint will be acknowledged within 5 working days of receipt and a full response will be issued within 28 days.

3. The complaint will be considered in the first instance by the relevant fee earner. They will consider the complaint, its validity to the instruction and such redress as may be appropriate. They will suggest a way to resolve the complaint.

4. If the complainant is not satisfied with the resolution proposed, they may refer the matter to the Managing Director of Rosehill Advisors or (at any stage of the process) to The Property Ombudsman.

5. If referred to The Property Ombudsman, the initial complaint and all subsequent correspondence will be forwarded to the company’s appointed Ombudsman to be considered independently.

   Rosehill Advisors March 2020