1. Introduction

At CityRed Limited, we are committed to providing a high standard of service to all our
clients. If something goes wrong, we want you to tell us about it. This will help us to improve our services and ensure we handle complaints fairly, transparently, and promptly.

This procedure outlines how complaints will be handled and what you can expect from us.

2. Making a Complaint

If you have a complaint about the service you have received, please submit it in writing to:

Complaints Manager
CityRed Limited
35 Cromer Terrace, Leeds, LS2 9JU
0113 247 1101 (for reference only – complaints must be in writing)

You should include:

• Your name and contact details
• The address of the property involved (if applicable)
• A clear description of your complaint
• What outcome or resolution you are seeking

3. Stage 1 – Internal Review

• • We will acknowledge your complaint in writing within 3 working days of receipt.
  • A full investigation will be carried out by the Complaints Manager or an appointed
    senior member of staff.
  • You will receive a formal written response within 15 working days, outlining the
    findings and any proposed resolution.

If more time is needed to complete the investigation, you will be informed in writing and
given a new deadline (not exceeding an additional 15 working days).

4. Stage 2 – Final Internal Review (if applicable)

If you are not satisfied with the outcome of Stage 1, you may request a further internal
review. This request should be made within 15 working days of receiving our Stage 1
response.

• A senior manager or director will review the complaint and the previous investigation.
• A final written response will be issued within 15 working days.

This is the final stage of our internal complaint’s procedure.

5. Stage 3 – External Review

If you remain dissatisfied after the final response, you can escalate your complaint to The
Property Ombudsman (TPO), of which we are a member.

Complaints must be submitted to TPO within 12 months of our final response.
The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
�� Website: www.tpos.co.uk

6. Record Keeping

We maintain a complaint log for internal review and to support service improvement. All
complaints and related correspondence are kept for a minimum of 6 years.

7. Notes

• Complaints must be submitted by the individual directly affected or an authorised
  representative.
• This complaints procedure does not affect your statutory rights.
• Anonymous complaints or those without sufficient detail may not be processed.