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.
In the first instance any queries, concerns, or issues, should be raised with, and addressed by, your appointed Property Manager, preferably in writing.
In the event that your Property Manager has been unable to resolve any issue to your satisfaction, and in order to ensure that matters may be thoroughly investigated, and a definitive response provided, by the appropriate senior member of staff, we would ask that complaints be addressed as follows:
Property Management :
If you have a complaint regarding the Property Management services we provide, you should initially, write to the Senior Property Manager, heading the Management Team responsible for your development. Your individual Property Manager will provide the relevant contact details, upon request, or you may address your complaint as detailed below, and your correspondence will be passed to the appropriate Senior Property Manager, who will acknowledge receipt of your complaint within 10 working days. Thereafter we will aim to respond fully to your complaint within 21 working days from the date of acknowledgement, however if this is not possible, we will provide you with an explanation and amended timescale for replying to you fully.
Glasgow Office :
Contact – Complaints Referral, 60 St Enoch Square, Glasgow, G1 4AW
Edinburgh Office :
Contact – Complaints Referral, 6 Clifton Terrace, Edinburgh, EH12 5DR
Dundee Office :
Contact – Complaints Referral, Unit 19 City Quay, Camperdown Street, Dundee, DD1 3JA
If you are unsure about who to contact then please e-mail email@example.com, or alternatively write to Ross & Liddell, 60 St Enoch Square, Glasgow G1 4AW, providing details of your property, and property manager, together with details of your complaint. We will ensure that your complaint is forwarded to the appropriate Senior Property Manager, who will respond within the timeframe outlined above.
If you remain dissatisfied, following receipt of a response from the appropriate Senior Property Manager, you should refer full details of your complaint, in writing, to Ms Jennifer Johnston, Complaints Manager, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW.
Your referral will be acknowledged in writing, within 10 working days of receipt, and the company’s final decision regarding your complaint will be issued within 21 working days, from that acknowledgement. If this is not possible, we will provide you with an explanation and an amended timescale for providing a full response.
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:-
Housing and Property Chamber First-tier Tribunal for Scotland Glasgow Tribunals Centre 20 York Street Glasgow G2 8GT