Regulatory
Complaints Procedure
We are members of The Property Ombudsman. Here's how we handle complaints, and how you escalate if we don't resolve them.
Red Cardinal Property Investment is a member of The Property Ombudsman Scheme (TPO) and complies with its Code of Practice. We take every complaint seriously and aim to resolve issues fairly, consistently and promptly.
- 01
Contact us informally
Tell us what's gone wrong. Most issues resolve quickly over a phone call or email. Call 020 3386 9750 or email info@redcardinal.co.uk.
- 02
Formal written complaint
If informal resolution fails, send a written complaint to our Complaints Handler at 33 Cavendish Square, London, W1G 0PW, or email info@redcardinal.co.uk with subject 'Formal Complaint'. Include your name, the issue, dates, what resolution you're seeking.
- 03
Acknowledgement within 3 working days
We will acknowledge your complaint within 3 working days and begin an internal investigation.
- 04
Written response within 15 working days
You'll receive a formal written response within 15 working days with our findings and any proposed resolution.
- 05
Final response within 8 weeks
If your complaint cannot be resolved within 15 working days we will write to explain why and provide a final response no later than 8 weeks from receipt.
- 06
Escalate to The Property Ombudsman
If you're unhappy with our final response, or if 8 weeks has passed without resolution, you can escalate the matter to The Property Ombudsman within 12 months. Their decision is binding on us.
The Property Ombudsman
Escalation details
- Website
- www.tpos.co.uk
- admin@tpos.co.uk
- Phone
- 01722 333 306
- Address
- Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Our contact
Complaints Handler · 33 Cavendish Square, London, W1G 0PW
020 3386 9750 · Info@redcardinal.co.uk
Next Step
Questions before you buy?
If you're weighing up whether to engage us in the first place, just ask. No complaint required.
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