Making a Lettings Complaint

Making a complaint –  Lettings only

Reeds Rains is a voluntary member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.

The aim of this process is to resolve all customer issues and concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at Manager Level. 

Stage 1 – Branch Manager / Lettings Operations Manager

Complaints should, in the first instance, be directed to the local Manager you have been dealing with at the local branch or the Lettings Operations Manager at the Lettings Centre. They will endeavour to liaise with you quickly and resolve your complaint immediately, but no later than five working days from first notification. 

Stage 2 – Area Lettings Director / Lettings Centre Manager

Should the local Manager or Lettings Operations Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Lettings Director, or Lettings Centre Manager at the Lettings Centre, who will respond within seven working days from receipt.

Stage 3 – Customer Relations Department

If, after your response from the Area Lettings Director or Lettings Centre Manager, you remain dissatisfied, you may address your concerns in writing to the Customer Relations Department. Once received your letter will be acknowledged within 24 hours (excluding weekends and bank holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale.

The address to write to is:

Reeds Rains Lettings
Customer Relations Department
2nd Floor, Charlotte's Place
SO14 0TB

or email

Stage 4 – The Property Ombudsman

Once the internal Reeds Rains complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Customer Relations Department, you may approach the Ombudsman.

Contact details for the Ombudsman will be included in the Final Viewpoint letter, or information can be found online at

The Property Ombdusman
First Floor Milford House
43-55 Milford Street

Please note: 

  • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.

Franchise Complaints Procedure

Please note that Reeds Rains franchises operate their own complaints procedures.