Reeds Rains TJG Estates Complaints Process
Making a complaint - Residential Sales
Reeds Rains, TJG Estates Ltd, 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 and to make sure we put mistakes right, we have the following complaints process.
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.
Stage One – Mr Tusler Goodwin, Franchise Director/Owner
Complaints should, in the first instance, be directed to Mr Tulser Goodwin, Franchise Director/Owner. They will acknowledge your complaint in writing, within 3 working days (excluding weekends and public holidays) of receipt and then endeavour to liaise with you to resolve your complaint immediately but no later than 15 working days from our letter of acknowledgement.
The address to write to is:
Reeds Rains TJG Estates Ltd
31 Albert Road
Colne
Lancashire
BB8 0RY
or email: tusler.goodwin@reedsrains.co.uk
Stage Two – The Property Ombudsman Service
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and Mr Tulser Goodwin, 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 admin@tpos.co.uk.
For your information:
- You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.
- The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
- The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.
Making a complaint - Lettings
Reeds Rains, T JG Estates Ltd is a member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of services to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure 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 by our branch colleagues.
Stage One – Mr Tusler Goodwin, Franchise Director/Owner
Complaints should, in the first instance, be directed to Mr Tulser Goodwin, Franchise Director/Owner. They will acknowledge your complaint in writing, within 3 working days (excluding weekends and public holidays) of receipt and then endeavour to liaise with you to resolve your complaint immediately but no later than 15 working days from our letter of acknowledgement.
The address to write to is:
Reeds Rains TJG Estates Ltd
31 Albert Road
Colne
Lancashire
BB8 0RY
or email: tusler.goodwin@reedsrains.co.uk
Stage Two – The Property Ombudsman Service
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and Mr Tulser Goodwin, 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 admin@tpos.co.uk. Full contact information for The Property Ombudsman is as follows:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
SP1 2BP
For your information:
- You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.
- The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
- The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.
Making a complaint - Data Protection
A data protection complaint is a concern raised by an individual about how we have handled personal information. Such complaints may be made by individuals whose data we hold (or by someone authorised to act on their behalf).
You can make a data protection complaint to us by emailing colne@reedsrains.co.uk
We will acknowledge receipt of your data protection complaint no later than 30 calendar days of receiving it. Following our investigation of your complaint, we will provide you with an outcome without undue delay.
Where necessary and reasonable, we may ask you to provide additional information or evidence to assist with our investigation. We will explain why we need it and be proportionate in our requests.
If you remain dissatisfied after our final response, you have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection and information rights. You can do this at any time after you have completed our internal complaints process. ICO contact details are available at https://ico.org.uk.