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.
We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
Your named contact will then investigate your complaint and will send you a detailed written reply, including their suggestions for resolving the matter, within 10 working days of us receiving your complaint
There may occasionally be circumstances out with our control which prevent us from adhering to these timeframes. These may include: -
• When the office is closed for weekends or public holidays;
• Where adverse weather or sickness has led to staff shortages;
• Where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
• Where we cannot respond in full without visiting the rental property and the tenant is restricting access;
• Where we cannot respond in full without the input of a key member of staff who is not available.
If we are unable to respond in full within the timeframes outlined above, we will keep you informed of when you can expect a response.
Upon receipt of our response under Stage 2 above, If you remain dissatisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.
Our senior manager will write to you within 10 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
As you may be aware, letting agents in Scotland have to adhere to a statutory code of practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made
In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.