Complaints Policy
We aim to provide a high‑quality service and want you to be satisfied. If you’re unhappy, please first phone your usual contact to explain the issue.
If you’re still not satisfied, email your complaint to info@ritchlivingltd.co.uk or write to:
61 Bridge Street
Kington
HR5 3DJ
United Kingdom
Please include:
- What went wrong and how we fell short
- What you’d like us to do
- Names of those involved and any supporting documents
We will fully review your complaint and respond. You’ll receive:
- An acknowledgement within 3 working days
- A full response within 10 working days where possible
If we need more time, we’ll explain why and give a new expected response date. After our final written response, we may consider the complaint closed and may not continue corresponding.
We are members of the Property Redress Scheme (Membership No. PRS056447). If you remain unhappy after completing our process, you can ask them to review your complaint, provided you have:
- Complained to us in writing
- Allowed 8 weeks for our response
- Contacted them within 6 months of our last communication about the complaint
The Property Redress Scheme is a government‑approved, free service that helps resolve disputes between member agents and their customers. For more details or to submit a complaint, please contact them directly or complete the online Complaints Form:
W: www.theprs.co.uk
E: info@theprs.co.uk
T: 0333 321 9418
Privacy Policy
This Privacy Policy explains how we collect, use, and share your personal information when you visit or make a purchase on www.ritchlivingltd.co.uk
Information We Collect
When you visit our site, we automatically collect certain details about your device, including your browser, IP address, time zone, cookies, pages viewed, referral sources, and how you interact with the site (“Device Information”).
Together, Device Information and Order Information are referred to as “Personal Information.”
How We Use Your Information
We use Order Information to process and fulfill orders, communicate with you, screen for fraud, and provide relevant product or marketing information based on your preferences.
We use Device Information to help prevent fraud and to improve and optimize our website.
Sharing Your Information
We share Personal Information with trusted third parties who help us operate our site and services, including Google Analytics. You can learn more about Google’s privacy practices and opt out if you choose.
We may also share information when required by law or to protect our rights.
Advertising
We may use your information to provide targeted advertising. Learn more about how targeted ads work at the Network Advertising Initiative website.
Your Rights
If you are a European resident, you have the right to access, correct, update, or delete your personal information. Contact us to exercise these rights.
Data Retention
We keep Order Information for our records unless you request its deletion.
Changes
We may update this policy from time to time to reflect changes in our practices or legal requirements.
Contact Us
If you have questions or concerns about this policy, contact us at info@ritchlivingltd.co.uk
Terms & Conditions
Our Responsibility
If a property deal falls through due to issues relating to the property or vendor, Ritch Living Ltd will either:
- Offer a replacement property with a similar investment return within 3 months, or
- Refund the fee minus a £250 administration fee.
If the customer withdraws within 14 days of signing these Terms & Conditions, a no-quibble refund will be provided, minus the £250 administration fee.
If a deal fails due to the customer being declined a mortgage, Ritch Living Ltd will attempt to replace the deal with a similar investment, provided the customer can obtain a mortgage within 6 months of signing.
A representative of Ritch Living Ltd has inspected the property and confirms it matches the viewing inspection document (issued after payment). Due diligence has been carried out to the best of our ability.
Any figures provided (including rental income, costs, refurbishment estimates, fees, and returns) are estimates only and not guaranteed.
Customer Responsibilities
- The customer must promptly provide all documents requested by Ritch Living Ltd for legal and AML purposes and disclose any unspent fraud convictions or investigations.
- The customer must also provide requested documents to estate agents on time. Failure to do so, resulting in a deal falling through, will void any right to a replacement or refund.
- If a deal fails due to the customer’s legal, personal, or financial circumstances, no replacement or refund will be offered.
- If the customer withdraws more than 14 days after signing, no refund will be provided.
- The customer must consult a qualified mortgage broker before signing, unless purchasing as a cash buyer.
- The customer agrees to follow the Complaints Policy and not post negative comments on social media.