Making a Complaint

At Reina we always want to make sure you have a great experience, and we hope that you’ll never have reason to complain about our services. However, if you think we haven’t done a good job, we’d like to hear from you. We’re also happy for someone else to raise a complaint on your behalf.

We’ve tried to make the complaints process as straightforward as possible, and we aim to resolve all complaints within 14 working days. There are a few different ways to register your complaint with us, by phone, email or writing into us. Our complaints handling process applies to our domestic customers and business customers.

If you wish to complain, our aim will be to resolve your complaint as quickly as possible. To help us do this, please provide the following:        

• Details of your concerns
• How you would like us to put things right
• Your name and address
• Your email address (we will only use this contact you about your complaint)
• A phone number and the best time to contact you, as we may need to call you for further information
• Any relevant agreements and/or a job reference number

What happens next?

While we aim to solve problems straight away, more complex matters may take a little longer. If we need to look into your concerns, we’ll send you an acknowledgement of your complaint via letter/email/telephone and then commence our investigation. We aim to resolve any issues with system failures immediately IE no hot water or heating if deemed an emergency.  

Once we’ve reviewed your complaint, we’ll tell you the outcome of our investigation. If we offer you a resolution and you need some time to think about it, you have 28 days to get back to us or we’ll assume the matter is resolved and close your complaint. If we need more information to help with our investigation, we’ll contact you first.  

We aim to provide you with our final response to your complaint within 8 weeks of us having received it.

We hope to have dealt swiftly and complaint. If you feel we have not adequately resolved your issue, we will let you know which of the following you need to contact dependent on the nature of your complaint.

Visit RECC Click here to directly visit RECC

HIES Click here to directly visit HIES

MCS Click here to directly visit MCS

Trustmark Click here to directly visit Trustmark