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Making a Lettings Complaint

Making a complaint –  Lettings Management Centre 

Reeds Rains is a member of The Property Ombudsman Scheme (TPOS) 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 – Lettings Operations Manager

Complaints should, in the first instance, be directed to the Lettings Operations Manager at the Lettings Centre, in writing, by e-mailing lettings.customerservices@reedsrains.co.uk or send by post to:

Lettings Operations Manager
Reeds Rains House Brookfield Business Park Brookfield Road Cheadle
Cheshire
SK8 2PN

Your complaint will be acknowledged within 3 working days and you will receive a response within 15 working days from first notification.

Stage 2 – National Lettings Director

If, after you have dealt with the Lettings Operations Manager, you remain dissatisfied, you may address your concerns to the National Lettings Director, by e-mailing stage2complaints@reedsrains.co.uk or send by post to the address stated in stage 1. 

Once received, your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from the receipt of your letter.

Stage 3 – Managing Director

If you are dissatisfied with the response you receive from the National Lettings Director, you may address your concerns in writing to the Managing Director of Reeds Rains, c/o David Doolin; by emailing david.doolin@reedsrains.co.uk or writing to; 

The Managing Director
C/o David Doolin
Reeds Rains House
Brookfield Business Park
Brookfield Road
Cheadle
Cheshire
SK8 2PN

Once received, your letter will be acknowledge within 3 working days and you will receive a response within 15 working days from the receipt of your letter.

Stage 4 – The Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the Lettings Operations Manager, National Lettings Director and the Managing Director, you may approach the Ombudsman.

Details of how to do this will be contained within the response from the Managing Director or information can be found online at www.tpos.co.uk.

Please note: 

  • You must make your complaint to the Ombudsman within 6 months of the date of the letter from the Managing Director.
  • The Ombudsman will not consider your complaint until our company complaints procedure has been exhausted and you have received our final viewpoint letter from the Managing Director.
  • The Property Ombudsman website can be found here: www.tpos.co.uk.