Making a sales complaint

Information for Customers

Residential Estate Agency – Making a Complaint

Reeds Rains is a founder member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.

The aim of this process is to resolve all customer issues or 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 branch level.

Stage 1 – Branch Manager

Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days of the first notification.

Stage 2 – Customer Relations Department

If after you have dealt with the local branch manager you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Department. Once received, your letter will be acknowledged within 3 working days and a response will be issued within 15 working days of receipt of your complaint.

The address to write to is –

Reeds Rains
Customer Relations Department
Newcastle House
Albany Court
Newcastle Business Park
Newcastle upon Tyne

Alternatively, you can e-mail the department at

Stage 3 – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department, once you have received a Final Viewpoint letter from the Customer Relations Department, you may approach the Ombudsman.

Details of how to do this will be contained within the Final Viewpoint letter we send you as the final response to your complaint or information can be found online at

Please note that:-

  • 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.