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Customer Complaint Procedure

We value the opinions of our customers and clients and are committed to providing a professional service at all times. If something does not go as well as expected we want to hear about it. In line with PRS Code of Practice our complaint handling procedure is outlined below:

1. In the first instance you should write to the Manager of the office cs@cityrooms.com, giving full details of your complaint. Once your complaint has been received, we will acknowledge receipt within 3 working days. An investigation will then be undertaken and you will receive a response to your complaint within 15 working days.

2. If you are not satisfied with the response given by the Manager, or the matter remains unresolved, you can escalate your complaint to the Managing Director for our company final viewpoint. You can email them via md@cityrooms.com or write to them at the following address: 1st floor, 3-5 Globe road, London E1 4DT.

A final investigation will be undertaken at this point and a written response will be sent to you within 15 working days detailing our company’s final viewpoint.

PRS requires that any complaint should be addressed through our Complaints Procedure prior to being submitted to them for their independent review.

3. If you remain dissatisfied with our company’s final viewpoint you can then refer your case to PRS for their review. Details of their complaints procedure and form can be found on their website https://www.theprs.co.uk/ along with their Code of Practice and Terms of Reference.

You have 12 months from the date of our company final viewpoint to refer the matter to The Property Redress Scheme. If you require any further details of the complaints procedure please do not hesitate to contact us.


City Rooms is a trading name of Oliver Walton Limited.

Registered office: 1st floor, 3-5 Globe Road, London E1 4DT. No. 07075684

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