RNR Properties are committed to providing services and products of the very highest standards. If you feel that we have not lived up to your expectations in any way, we would like to hear from you so that we can investigate matters which will also help us to improve our service. In most cases we may be able to resolve your issue quickly and to your satisfaction without the need for a formal complaint and you are encouraged, in the first instance, to address these with the relevant Manager/Head of Department concerned.

Stage One

If, after dealing with the Manager of the Department, you feel that your complaint has not been resolved or should they have been directly involved in the matter pertaining to your complaint, you are invited to make a formal complaint in a written summary by letter to The Directors, RNR Properties Limited, Albion House, 86 London Street, Reading, RG1 4SJ.

Please quote the department and property address that the complaint relates to. Your complaint will be acknowledged within 3 working days of being received and will be investigated by the relevant Director or person of equal authority. Upon completion of that investigation, you will be advised of the outcome in writing and within 15 working days of receipt of the written complaint.

Stage Two

If, after receiving the response in Stage One, you feel that your complaint has not been resolved to your satisfaction (or more than 8 weeks has elapsed since the complaint was first made) you can then refer it to The Property Ombudsman (TPO) without charge as below.

The formal steps outlined above must be completed in full before proceeding through this route.

The TPOS can be contacted at:

The Property Ombudsman Ltd (TPO)
Milford House
43-45 Milford Street

01722 333 306 or email admin@tpos.co.uk


Please note that any referral to The Property Ombudsman must be made within 12 months of receiving our final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.