How to raise a complaint.

Clients, prospects, counterparties, advisers and anyone else affected by Rivermark’s work may use this process. It covers service, fees, conduct, communication and personal-information concerns. There is no charge to make a complaint.

Version 1.3. Last reviewed: 20 October 2026.

Contact Rivermark

Contact Elia Samir Yousf, Director, at hello@rivermarkproperty.com, call 07356 245 869, or write to Rivermark Property Ltd, 133 Whitmore Road, Harrow, England, HA1 4AG.

It helps to include your name, contact details, the matter or enquiry, what happened and what you would like Rivermark to do. You may use “Complaint” as the email subject, but a particular form, subject line or written format is not required. Rivermark will record a verbal complaint and confirm its understanding with you. A complaint received through another Rivermark contact route will be passed to the handler.

Tell Rivermark if you need help, a different communication format or an authorised representative. Authority will be checked where necessary before private information is shared. Please do not attach identity or financial documents to the first email; Rivermark will explain a secure route if evidence is needed.

Acknowledgement and investigation

Rivermark aims to acknowledge your complaint within three business days of receipt, identify the handler and confirm the issues to investigate. A business day excludes weekends and public holidays in England.

The handler will review the relevant instructions, correspondence and records, ask for further information where needed and give you a fair opportunity to explain the concern. Rivermark will keep you informed of progress.

Elia Samir Yousf is responsible for complaints. Where he was involved in the matter, Rivermark will explain this and, where practicable, arrange review by someone not previously involved, subject to confidentiality duties. Rivermark does not promise a separate internal department or an independent ombudsman review.

Written response and further review

Rivermark aims to give a substantive written response within 15 business days of receiving the complaint. It will explain its findings, reasons and any proposed action or remedy. If more time is needed, it will explain the delay and provide a revised response date and progress updates.

If you remain dissatisfied, reply explaining what you believe has been missed or is incorrect. Rivermark will reconsider the points and any new evidence, explain who is reviewing them, and aim to respond within a further 15 business days. It will tell you when its internal review is complete and identify any external route that applies. You do not have to request this further review before exercising an available statutory right.

Data-protection complaints

The same contact routes accept complaints about how Rivermark uses your personal information. Rivermark will acknowledge a data-protection complaint within 30 calendar days of receipt, investigate appropriately, keep you informed and communicate the outcome without undue delay. Its usual three-business-day acknowledgement and 15-business-day response targets still apply; the 30-day limit is not an additional waiting period.

A complaint does not pause the separate legal deadline for an access, deletion or other data-rights request. Rivermark will handle each part under the applicable rules and will not delay a data-protection outcome merely because another part of the complaint is continuing.

You can also complain to the Information Commissioner’s Office, telephone 0303 123 1113. Rivermark asks you to raise concerns with it first where possible so it can try to resolve them. This does not remove your right to complain to the ICO.

Property Redress Scheme

Rivermark Property Ltd is a member of the government-approved Property Redress Scheme, trading as Property Redress. Our membership number is PRS061436.

If you remain dissatisfied after our final response, or eight weeks have passed since we received your written complaint without resolution, you can ask Property Redress to consider an eligible complaint. Its service is independent and free for complainants. A request for further internal review does not restart the eight-week period or delay access to Property Redress.

Property Redress may accept a complaint earlier where urgent resolution is needed or we have not responded within a reasonable time. You should refer your complaint within 12 months of your last communication with Rivermark about the issues. Acceptance is subject to the scheme’s current rules.

Contact Property Redress:

• Website: propertyredress.co.uk
• Email: complaints@propertyredress.co.uk
• Telephone: 0333 321 9418
• Post: Property Redress, Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.

Rivermark will include these details in its final response. You remain free to obtain independent advice or use an available court or statutory route. Using this procedure does not extend a legal time limit or require you to waive any rights.

Records and copies

Complaint information is used to investigate, respond, correct problems and keep necessary records. Access is limited to those who need it, including an adviser, insurer or authority where necessary. Complaint records are normally kept for six years after closure, subject to a documented legal hold. See the privacy notice for further information and your rights.

You can request a copy of this procedure by email or in another accessible format. Rivermark retains the version supplied with your instruction; later website changes do not alter agreed fees or contract terms.

Membership number PRS061436