Complaints Procedure

How to complain

If you have a complaint about any aspect of the service provided by our staff Reed Residential, we would ask you to contact us initially. We can be contacted in any one of the following ways:

In person at 431-435 London Road, Westlciff on Sea, Essex – please ask for Paul Crowhurst or Geoff Holloway

By telephone or e-mail to Paul Crowhurst or Geoff Holloway - telephone numbers and e-mail addresses are given on all correspondence and at the foot of every e-mail however these are detailed below for convenience:

geoff@reedresidential.co.uk – Tel: 01702 606880

paul@reedresidential.co.uk – Tel: 01702 606888

In writing, to Reed Residential, 431-435 London Road, Westcliff on Sea, Essex, SS0 7HU

Dealing with your complaint

To ensure that your complaint is property dealt with, we will log it on our system as soon as the complaint is received.

We value customer feedback as it helps us to improve our service. We will deal with your complaint with courtesy and impartiality. If you complain in person or by telephone we will discuss your complaint with you at the time it is received and do our best to resolve it at this initial stage.

If you complain in writing or by e-mail your complaint will be acknowledged within 3 working days following receipt of your complaint. This will involve contacting you to inform you that we have received your complaint and are dealing with it.

Reed Residential aim to respond to all complaints within 14 working days. This will involve either:

Informing you of the action we have taken or propose to take; or arranging to discuss the matter with you; in which case after the discussion we will write to you confirming the outcome of these discussions and any action we propose to take.

If in exceptional circumstances if we cannot respond to your complaint within 14 working days, we will keep you fully informed until your complaint has been dealt with.

Reed Residential are committed to continual improvement and we will, whenever possible change our procedures to improve service delivery to you as a valued customer.

If after receiving the details of the action Reed Residential propose to take you are not satisfied with the way that we have handled your complaint you should contact the Adam Reed, Managing Direct to discuss the matter further.

Should you then feel that the complaint has not been resolved in a manner you feel satisfies the complaint, you can make the necessary contact to ARLA Association of Residential Letting Agents or the OEA Ombudsman of Estate Agents.