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As a member of the Association of Residential Letting Agents (ARLA), we aim to provide the highest standard of service to all landlords and tenants, in line with their Code of Practice. One of the requirements of our membership of ARLA, is that we have a process for assessing complaints about our service.

All branch staff will deal with the normal day to day problems on a one to one basis, but once a formal complaint as such has been raised, i.e. “I am not satisfied with the standard of your work / conduct / behaviour etc. and I wish to make a formal complaint”, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents, terms of business, tenancy agreement, inventory etc., and send it to:

Ann McMaster, Head of Lettings, Ross & Liddell Ltd, 89 Byres Road, Glasgow, G11 5HN.

This complaint letter will be acknowledged promptly, within three working days, an investigation will be instigated, with a formal written outcome communicated within fifteen working days. You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint, please write to:

Alec Cassidy (FCCA), Director, Ross & Liddell Ltd, 60 St Enoch Square, Glasgow, G1 4AW.

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to:

The Association of Residential Letting Agents,  Arbon House, 6 Tournament Court, Edgehill Drive, Warwick,  CV34 6LG

who will arrange for your complaint to be assessed by a Disciplinary Case Worker, in line with the criteria and procedures set out in NFOPP’s Disciplinary Procedure Regulations, or you may also consider contacting The Property Ombudsman Service (TPO) who will investigate your complaint and advise you on the best way forward.  The TPO can be contacted at:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP.