We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.
If you have a complaint, please put it in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.
Stage 1- Your complaint
Please put your complaint in writing either by letter or email and address it to the office manager at your local office. Please include as much detail as possible, including dates, name of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Stage 2- Our acknowledgement
Your complaint will be acknowledged within three working days and we will start our in house complaints procedure.
Timescale – 3 working days.
Stage 3- Our Investigation
Your complaint will be investigated by the office manager of the local office who will provide a formal written response addressing your specific complaints and proposing resolution where appropriate.
Timescale – 15 working days of receiving your complaint.
Stage 4- Review of the decision
If you are not happy with the response of the office manager you can request a further review by the Director of the company who would investigate the complaint for you. The director will then provide a formal written final viewpoint letter.
Timescale – 15 working days from the date a review is requested.
Stage 5 First-Tier Tribunal
If you remain dissatisfied following the final viewpoint letter, you can then refer your complaint to the First-Tier Tribunal:
The First-Tier Tribunal for Scotland
(Housing and Property)
1 Atlantic Quay
45 Robertson Street
0141 302 5900