Our Complaints Procedure

We are committed to providing a high standard of service to all clients, leaseholders, landlords and residents.

As a member of The Property Ombudsman (TPO), we are required to operate a formal complaints procedure in accordance with their Code of Practice.

If you are dissatisfied with any aspect of our service, please let us know so we can investigate and resolve the matter as quickly as possible.

How to Make a Complaint

All complaints must be submitted in writing.

You can contact us via :

Email : admin@rubican.co.uk
Post : Rubican Block Management, The Officers Mess, Coldstream Road, Caterham, Surrey. CR3 5QX
 
To assist us in dealing with your complaint, please include :
 

• Your full name and contact details

• The property address (if applicable)

• Full details of your complaint

• Copies of any relevant correspondence or supporting documents

 
Our Complaints Handling Procedure

This procedure is in line with the requirements of The Property Ombudsman Code of Practice.

Stage 1 – Acknowledgement & Investigation
 

• We will acknowledge receipt of your complaint within 3 working days

• Your complaint will be investigated thoroughly and impartially

• A formal written response will be provided within 15 working days

 
If we are unable to provide a full response within this timeframe, we will write to you explaining the reasons and provide an estimated timescale.
 
Stage 2 – Final Viewpoint

If you remain dissatisfied following our initial response, you may request a review of your complaint.
 

• Your complaint will be escalated to a senior manager or director not directly involved in the original investigation

• You must request this review within 10 working days of receiving our Stage 1 response

• We will issue our final viewpoint letter within 15 working days

 
This letter will confirm our final position on the matter.
 
Referral to The Property Ombudsman

If you are not satisfied with our final viewpoint, you may refer your complaint to :

The Property Ombudsman

In accordance with TPO requirements :
 

• You must wait 8 weeks from the date you first raised your complaint with us, or receive our final viewpoint letter (whichever is sooner)

• You must refer your complaint to TPO within 12 months of our final viewpoint

• The Ombudsman will not consider your complaint until our internal complaints procedure has been completed.

The Property Ombudsman provides a free, independent and impartial dispute resolution service.

Legal & Regulatory Compliance

This complaints procedure is designed to comply with :
 

• The Code of Practice issued by The Property Ombudsman

• The requirements of the Enterprise and Regulatory Reform Act 2013 relating to redress schemes for property agents

• Our obligation to provide a clear and accessible in-house complaints handling procedure

 
Our Commitment

We will :
 

• Treat all complaints seriously and without bias

• Act in a fair, transparent, and professional manner

• Keep you informed throughout the process

• Take appropriate action to resolve issues promptly

• Use feedback to improve our services

 
Contact Details

Rubican Ltd
The Officers Mess
Coldstream Road 
Caterham
Surrey
CR3 5QB

Email : admin@rubican.co.uk
Telephone : 01883 789013