Complaints Procedure

Our commitment

We want every student, family, landlord and partner to have a good experience with RAJ Property Consultants NI Ltd. If something has gone wrong, we would like the chance to put it right. This page explains how to raise a complaint and what happens next.

How to make a complaint

The quickest way to raise a complaint is by email to rajpropertyconsultantsni@gmail.com. Please put “Complaint” in the subject line so we can prioritise it. You can also reach us using the contact details on our website.

What to include

To help us look into your complaint quickly, please tell us:

• your name and the best way to contact you;
• what happened, with dates and any reference, property or booking details;
• what you would like us to do to put it right;
• copies of any relevant messages or documents.

Acknowledging your complaint

We aim to acknowledge your complaint within 5 working days of receiving it, confirm who is handling it, and let you know if we need any more information from you.

Looking into it and responding

We will investigate your complaint fairly and aim to send you a full response within 20 working days. If it is complex and we need more time, we will let you know and keep you updated.

If you are still not satisfied

If you are not happy with our response, you can ask us to review it. Please reply to us explaining why, and where possible a different or more senior member of the team will take a fresh look and respond to you.

External escalation

Depending on the nature of your complaint, other organisations may be able to help. For concerns about how we have handled your personal data, you can contact the Information Commissioner's Office (ICO) at ico.org.uk. If your complaint concerns an accommodation provider, landlord or their property, the provider's own complaints process — and any scheme they belong to — will usually apply. Where a complaint relates to a matter that is regulated by law, you may also be able to raise it with the relevant official body.

Contact

Complaints: rajpropertyconsultantsni@gmail.com
RAJ Property Consultants NI Ltd, Office 1957, 92 Castle Street, Belfast BT1 1HE.