We aim to provide clients with a level of service which will be to their satisfaction, however, we recognise that this is not always possible and we have, therefore, put in place a defined complaints procedure, with a view to investigating, and resolving clients concerns quickly and effectively.
If you wish to make a complaint, please e-mail email@example.com, or alternatively write to Ross & Liddell, 60 St Enoch Square, Glasgow G1 4AW. We will acknowledge receipt of your complaint within 10 working days, and advise you of our timetable and procedure for resolving matters. It is our aim to respond fully to your complaint within 21 working days. However if this is not possible due to a third party involvement, we will provide you with an explanation and amended timescale to reply to you fully.
If you have a complaint regarding the services, including surveying services, which we provide as Property Factors or otherwise in respect of property management, you should initially submit details, in writing, to the manager of your property, or the head of the department concerned. In the event of your complaint not being dealt with to your satisfaction, you should write to the appropriate Service Director as detailed below, who will acknowledge receipt of your complaint within 10 working days, (however please see below with regard to our Insurance Services), and aim to respond fully to your complaint within 21 working days;
Property Management at Edinburgh & Dundee Offices
Andrew Cunningham, Director
Property Management at Glasgow Office
Brian Fulton, Director
If you are not satisfied with the response, you should submit full details of your complaint in writing to Mrs Irene Devenny, Managing Director, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW. Your complaint will be acknowledged in writing, within 10 working days, (however please see below with regard to our Insurance Services), and the company’s final decision regarding your complaint will be issued within 21 working days. However, if this is not, due to a third party involvement, we will provide you with an explanation and amended timescale to reply to you fully.
If your complaint is not resolved to your satisfaction, having been processed to a conclusion through our complaints procedure, referring specifically to property management, you may lodge a complaint in writing with the First-tier Tribunal for Scotland Housing and Property Chamber as provided by the Scottish Government. Their website address is www.housingandpropertychamber.scot and their contact details are:-
Telephone: 0141 302 5900
First-tier Tribunal for Scotland Housing and Property Chamber
Scottish Courts and Tribunal Service
1 Atlantic Quay
45 Robertson Street