Complaints Procedure

Rena’s Property Group

Complaints Procedure

We’re committed to delivering a professional, transparent service. If something doesn’t meet your expectations, here’s how to raise it and what happens next.

At Rena’s Property Group, we are committed to delivering a professional, transparent, and high-quality service to all our clients. If something doesn’t meet your expectations, we want to hear about it so we can put things right quickly and fairly. Our complaints procedure is designed to ensure every concern is handled with care, clarity, and full compliance.

1

How to make a complaint

If you wish to raise a complaint, please contact us in writing with:

  • A clear description of your concerns
  • Relevant dates and details
  • Names of any team members involved
  • Any supporting documents or evidence

You can email or write to us at:

Rena’s Property Group Ltd
13 Bowen Cooke Avenue
Crewe, Cheshire, CW1 3NR

[email protected]

2

Acknowledgement of your complaint

Within 5 working days

We will acknowledge your complaint within 5 working days of receiving it. This acknowledgement will confirm that your concerns are being reviewed.

3

Investigation and response

Within 15 working days

Your complaint will be investigated thoroughly and impartially. You will receive a formal written response within 15 working days, outlining:

  • The findings of our investigation
  • Any actions taken or proposed
  • Our final position on the matter

If, for any reason, we require more time, we will notify you and explain why.

4

Escalation within Rena’s Property Group

Within 15 working days

If you are not satisfied with the outcome, you may request a further internal review. Your complaint will then be reassessed by a senior member of the business, who will provide a final written response within 15 working days.

5

Independent redress

If you remain dissatisfied after receiving our final response, you may refer your complaint to our independent redress scheme:

The Property Ombudsman (TPO)

Milford House, 43–55 Milford Street, Salisbury, SP1 2BP

Email: [email protected]

Tel: 01722 333 306

Website: www.tpos.co.uk

Please note: you must refer your complaint to TPO within 12 months of receiving our final response.

Our commitment

Rena’s Property Group is built on transparency, honesty, and compliance. We take all complaints seriously and use them as an opportunity to improve our service and uphold the high standards our clients expect.

Need to raise a concern?

We’d rather hear about it directly so we can put things right. Get in touch and we’ll respond promptly.

Contact us