CityRise Ltd Complaints Procedure

Last updated: 15th January 2024

At CityRise Ltd, we are dedicated to delivering a professional service to all our valued investors, landlords and tenants. Your feedback is essential to our continuous improvement.

Should any issues arise, please bring them to our attention through the following complaints procedure:
Contact Information:
Email: complaints@cityrise.co.uk
Address: 5 St David’s Court, David’s Street, LS11 5QA

Stage One:
If your complaint remains unresolved after discussing it with the Department Manager or if they were directly involved, kindly submit a formal written summary via email to
complaints@cityrise.co.uk or by letter to CityRise Ltd, 5 St David’s Court, David’s Street, LS11 5QA. We will acknowledge your complaint within 3 working days and we will contact you for further discussion. A full investigation will be launched, and you will be informed of the outcome in writing within 15 working days.

Stage Two:
Should your complaint persist after receiving the Stage One response, you may escalate it to the Head of Operations at complaints@cityrise.co.uk. The Head of Operations will
personally conduct a separate review, and you will receive an acknowledgement within 3 working days and a final viewpoint letter within 15 working days.

Stage Three:
If your complaint remains unresolved after Stage Two, you have the option to refer it to The Property Ombudsman (TPO). Note that the steps outlined above must be completed in full before proceeding through this route. The referral to TPO must be made within 12 months of receiving the written complaint.

The Property Ombudsman – Sales
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Please note: Any referral to The Property Ombudsman must be undertaken within 12 months of the complaint first being reported.

What will happen?
We will acknowledge your complaint within three working days, enclosing a copy of this procedure.

We will conduct a thorough investigation, typically handled by the office manager, who will review your file and speak to the relevant staff member. A formal written outcome will be sent to you within 15 working days of the acknowledgement letter.

If you remain dissatisfied, contact us, and we will arrange for a separate review by a senior member of staff within 15 working days of your request.

If you still disagree, you can contact The Property Ombudsman for an independent review.

The Property Ombudsman Ltd
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
Phone: 01722 333 306
Website: www.tpos.co.uk

Please note:
Submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, along with any supporting evidence. All complaints must go through our in-house procedure before seeking an independent review from The Property Ombudsman.