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Complaint Procedure 
Last updated: 29th August, 2024

RICE Resi, we are committed to providing high-quality services and products. However, we understand that there may be times when things don’t go as expected. This Complaint Procedure outlines the steps you can take to raise a concern with us and how we will address it.

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How to Submit a Compliant 

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  • If you have a complaint about our products, services, or any other aspect of our business, please contact us in one of the following ways:

  • Email: Send a detailed description of your complaint to hello@riceresi.com.

  • Phone: Call us at 020 3006 6995 during business hours.

  • Mail: Address your written complaint to: RICE RESI Ltd, Unit 6,12 Pepper Street, London E14 9RP

 

Acknowledgment of Your Complaint
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Upon receiving your complaint, we will:

  • Acknowledge receipt of your complaint within 15 business days.

  • Provide you with a reference number for your complaint, which you can use in any future correspondence.

 

Investigation Process
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We will thoroughly investigate your complaint by:

  • Reviewing the details you’ve provided.

  • Contacting you if additional information is needed.

  • Consulting with relevant departments or personnel within our company.

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Resolution Timeframe​
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We aim to resolve all complaints within 15 business days from the date of acknowledgment. If we need more time, we will keep you informed of our progress and provide an estimated resolution date.

 

Resolution Outcome
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After investigating your complaint, we will:

  • Provide you with a written response detailing the outcome of our investigation.

  • If your complaint is upheld, we will outline the steps we will take to resolve the issue.

  • If your complaint is not upheld, we will provide a clear explanation of our findings.

 

Escalation Process
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If you are not satisfied with our response, you may request a review by:

  • Replying to the outcome email with your concerns.

  • Contacting Director at hello@riceresi.com. 

Your complaint will then be reviewed by a senior member of our team, and a final decision will be provided within 15 business days.

 

You can request a free independent review from The Property Redress Scheme if you are still unsatisfied after the last stage of the internal complaint procedure or if more than 8 weeks have passed since the initial complaint.

  • Property Redress Scheme, 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH

  • Please go to https://www.theprs.co.uk/consumer, select consumer and then complain now and follow the relevant steps on the website.

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Record Keeping

 

We will keep a record of your complaint and our response for at least 3 years. This helps us improve our services and ensures compliance with legal and regulatory requirements.

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Confidentiality

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All complaints will be handled with the utmost confidentiality. Information will only be shared with those who need it to investigate and resolve your complaint.

 
Please note the following
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The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.

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You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final outcome letter, including any evidence to support your case.

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