Follow these steps if you are dissatisfied with our service, as detailed within our Written Statement, or the service of a contractor instructed by us on your behalf.
STEP 1: REPORT YOUR COMPLAINT
Post a complaint letter. Please ensure that the following details are included in this letter:
- Your full name
- Phone number and where possible an email address for acknowledgement reply
- Property address
- Detailed description of your complaint along with any supporting documentation
Or by completing the Complaint Form below.
We aim to resolve all formal complaints quickly and where possible at this step.
Once the email or letter is received we will acknowledge its receipt within 48 hours.
STEP 2: REVIEW
At this stage your formal complaint will be handed over to a Property Manager and dealt with within 7 days of the receipt of the original complaint.
Please note that we then contact the relevant development Association Committee Chairperson so they are aware of the complaint
The final stage of this step where at all possible will be to request a meeting with the complainant along with the chairperson to resolve the complaint.
STEP 3: FURTHER REVIEW
If after the response in Step 2 you remain dissatisfied with the resolution offered, this should be intimated to our office in writing so we may make record of it for date and time purposes. We will once again acknowledge the receipt of this.
STEP 4: TRIBUNAL
If our final decision does not resolve your formal complaint, you may apply to the First-tier Tribunal for Scotland (Housing and Property Chamber) which has authority to consider complaints against a property factor, in accordance with the Property Factors (Scotland) Act 2011, once the formal complaints procedure has been exhausted. At this point in the process we would consider resolving the matter by means of mediation where this is proposed by the First-tier Tribunal for Scotland (Housing and Property Chamber).
The First-tier Tribunal for Scotland (Housing and Property Chamber) can be contacted at:
First-tier Tribunal for Scotland (Housing and Property Chamber)
4th Floor
1 Atlantic Quay, 45 Robertson Street, Glasgow G2 8LH
T: 0141 302 5900
F: 0141 302 5901
E: [email protected]