Complaints Procedure

RMS takes complaints seriously and if you have a complaint about our organisation we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively.
  • To ensure that all complaints are handled in a consistent manner throughout.
  • To increase customer satisfaction.
  • To use complaints constructively for best practise in planning and improving all services.

Who can complain?

Anyone who is:

  • Receiving a service from the Residential Management Solutions Limited.

How to complain

We would like to address any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact the either Steven Lavin or Bob Hutchinson who will address any issue raised.


If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.


If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.


Write down your complaint and send it to:
4 Queens Manor
Clifton Drive South
Lytham St Anne's


What Happens Next?

You will receive acknowledgement of your complaint within 7 working days. You may be contacted to make sure that we have understood your complaint properly. The person investigating the complaint may interview you.

You will receive a response to your complaint within 28 working days of its receipt.


Can you take your complaint elsewhere?

Yes. RMS is a Member of an Ombudsman’s scheme. You make contact the Ombudsman’s by following this link page.

Property Complaints

This company has Residential Leasehold Management membership with The Property Ombudsman. The Ombudsman is able to consider complaints referred by leaseholders or lessees of managed block areas.