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 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 15 working days from first notification.

Stage 2 – Regional Director

If, after you have dealt with the local Branch Manager, you remain dissatisfied you may address your concerns, in writing, to the Regional Director for the branch, by [email protected] or writing to:

Stage 2 Complaints
Reeds Rains House
Chorley West Business Park
Ackhurst Road
Chorley
Lancashire
PR7 1NL.

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 Regional Operations Director, you may address your concerns, in writing, to the Managing Director of Reeds Rains, by [email protected] or writing to:

The Managing Director
c/o Barbara Ward P.A.
32 Alderley Road
Wilmslow
Cheshire
SK9 1JX

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 4 – The Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch, the Regional Operations Director and The Managing Director, you may approach the Ombudsman.

This must be in writing to:
The Property Ombudsman
Milford House,
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

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 internal complaints procedure has been exhausted and you have received the letter from The Managing Director.