ASHCROFT ROSE

Complaints Procedure

Ashcroft Rose is committed to fair treatment, transparent communication, proper complaint handling, professional conduct and clear, accountable service.

Last updated: 1 September 2026

1. Our Approach to Complaints

Ashcroft Rose aims to provide landlords, tenants and prospective tenants with a professional, fair and transparent service.

If you are unhappy with any aspect of our service, please contact Ashcroft Rose first so that we have the opportunity to understand and resolve the concern.

We take complaints seriously. Raising a complaint will not affect your right to receive fair and professional treatment from Ashcroft Rose.

2. How to Make a Complaint

We recommend submitting your complaint in writing so there is a clear record of the concern and the resolution you are requesting.

You can submit your complaint by email or post using the official Ashcroft Rose contact details shown below.

Please make it clear that your communication is a complaint and provide enough information for us to understand what has happened.

3. Information to Include

To help us investigate your complaint efficiently, please provide:

Your full name
Your telephone number and email address
The property address or relevant property details, where applicable
A clear description of your concern
Relevant dates and details of previous communications
Copies of any relevant correspondence or documents
The outcome or resolution you are seeking

Please do not send unnecessary bank details, passwords or other information that is not relevant to your complaint.

4. How We Handle Your Complaint

Our aim is to understand the concern properly, review the relevant information and give you a clear response.

COMPLAINT RECEIVED

We will record your complaint and review the information you have provided.

REVIEW AND INVESTIGATION

We may review relevant communications, records and documents and contact you if further information is required.

RESPONSE AND PROPOSED RESOLUTION

Once the complaint has been reviewed, we will explain our findings and, where appropriate, the action or resolution proposed.

FINAL RESPONSE

If the matter cannot be resolved immediately, we will continue to consider the complaint and provide a final response when our internal complaints process has been completed.

5. Independent Redress

Ashcroft Rose is a member of the Property Redress Scheme, a government-approved redress scheme for property professionals.

If the matter cannot be resolved directly, our membership of the Property Redress Scheme gives consumers access to an independent and impartial complaints process.

Before escalating a complaint to the Property Redress Scheme, you should normally:

Make your complaint to Ashcroft Rose in writing
Clearly explain your concerns and the resolution you are seeking
Give Ashcroft Rose the opportunity to investigate and resolve the matter
Allow up to eight weeks for the internal complaints process where required

If you receive our final response and remain dissatisfied, or the matter has not been resolved after the applicable period, you may be able to refer your complaint to the Property Redress Scheme.

The Property Redress Scheme generally requires the last communication relating to the issue being complained about to have taken place within the previous 12 months.

Please refer to the current Property Redress Scheme consumer guidance for its full eligibility criteria and complaint process.

6. Complaint Records and Personal Information

Ashcroft Rose may retain appropriate records relating to complaints, correspondence, investigations and outcomes where reasonably necessary for complaint handling, legal, regulatory, professional or record-keeping purposes.

Personal information provided as part of a complaint will be handled in accordance with applicable data protection law and our Privacy Policy.

You can read our Privacy Policy for further information.

7. Other Rights and Dispute Processes

This complaints procedure does not remove or limit any rights or remedies that may be available to you under applicable law.

Certain matters, such as a dispute concerning the repayment or permitted deductions from a protected tenancy deposit, may also be subject to a separate dispute-resolution process provided by the relevant tenancy deposit protection scheme.

8. Contact Ashcroft Rose

Complaints should be directed to:

Ashcroft Rose
2nd Floor College House
17 King Edwards Road
Ruislip
London
HA4 7AE
United Kingdom

Telephone: 0333 335 7103

Email: hello@ashcroftrose.com