The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers' satisfaction by our branch colleagues.
Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing in line with this procedure and then endeavour to liaise with you to resolve your complaint immediately but no later than 15 working days from our letter of acknowledgement.
If, after you have dealt with the local Manager, you remain dissatisfied, you can request a review of your complaint, in writing, by the Customer Relations Department. Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request for a review. If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is –
Customer Relations Department
Newcastle Business Park
Newcastle upon Tyne
Alternatively, you can e-mail the department at firstname.lastname@example.org
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department, or 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.
Details of how to contact the Property Ombudsman will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk or email email@example.com.
For your information:
Please note that Reeds Rains franchises operate their own complaints procedures.