Right Now Living, a trading name of Right Now Residential Ltd, is a member of The Property Ombudsman and aims to provide the highest standards of service to all our clients. If you feel we have fallen short of this standard and would like us to carry out a formal investigation, which we hope will resolve those concerns and restore your faith in us, please write to us with full details to:

Postal Address: Right Now Residential, 2nd Floor, 24 Southwark Bridge Road, London, SE1 9HF

Email Address: customercare@rightnowresidential.co.uk

Please include the following information and evidence where it is relevant:

• An outline of your complaint explaining why you feel that we have not provided a satisfactory service
• What you would like us to do to resolve it
• Any specific details that you feel would help us with resolving your complaint, including, but not limited to:
• Names of advisors you have spoken to in connection with the complaint • The branch name in connection with the complaint
• Time(s) and date(s) of the incident(s)
• Telephone numbers and/or addresses you have used to contact us
• Any written documents relating to your complaint
• Any other documents which are relevant and support your complaint

We will send you a ‘confirmation of receipt’ within 3 working days of receiving your complaint. We will fully investigate the point(s) you raise and send a complete response within 15 working days of the confirmation of receipt.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman Milford House
43-55 Milford Street Salisbury
Wiltshire
SP1 2BP
01722 333 306

admin@tpos.co.uk
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

You must refer your complaint to The Property Ombudsman within 12 months of the date of our Final Viewpoint Letter.

The Property Ombudsman offers a free, impartial, and independent service for resolving disputes between consumers and property agents.