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 have a complaint regarding the Property Management services we provide, you should initially, write to the appropriate Complaints Manager as detailed below 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 – Jennifer Johnston, Senior Property Manager - Complaints
60 St Enoch Square, Glasgow, G1 4AW
Edinburgh Office :
Contact – Mark Hazlewood, Associate Director
6 Clifton Terrace, Edinburgh, EH12 5DR
Dundee Office :
Contact – Gavin Baird, Associate Director
Unit 19 City Quay, Camperdown Street, Dundee, DD1 3JA
If you are unsure about whom to contact then please e-mail firstname.lastname@example.org, 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 Complaints Manager, who will respond within the timeframe outlined above.
If you remain dissatisfied, following receipt of a response from the appropriate Complaints Manager, you should refer full details of your complaint, in writing, to Mr Andrew Cunningham, Director, 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:-
Telephone: 0141 302 5900
First-tier Tribunal for Scotland Housing and Property Chamber
Scottish Courts and Tribunal Service
1 Atlantic Quay
45 Robertson Street