At Rolstons, we endeavour to provide the highest levels of service. However, we recognise that things occasionally do not go according to plan. In such instances, Rolstons operates an internal complaints procedure.
In the first instance, please get in touch with the office manager or department concerned. If you are unable to resolve the matter with the branch/department manager and wish to escalate your complaint, please send a summary of your complaint by email addressed to the Managing Director of Rolstons to customer.service@rolstons.co.uk or write to him at:
Rolstons Customer Services
One Kings Court
153/155 High Street
Watford
WD17 2ER
We will let you know that we received your written complaint within three days and let you know who will be looking into your complaint.
Within a further 15 working days, the relevant person will write to you to let you know the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken. If we need a more extended period to consider your complaint, you will be notified in writing with a revised timescale.
This response will express Rolstons’ final viewpoint. If you remain dissatisfied after the last stage, you are entitled to refer the matter to The Property Ombudsman within 12 months for a review without charge.
