We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set  out in the relevant complaints procedure (please click below to download and view full procedures). 
What will happen next?
  • We will send you written acknowledgment of the receipt of your complaint within the required timescale, enclosing a copy of the relevant procedure.
  • We will then investigate your complaint. This will be dealt with by a designated named contact who will review the case fully.  A formal written outcome of our investigation will be sent to you within the stated timescale.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff.
  • We will write to you within the required timescale, confirming our final viewpoint on the matter.
  • If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman or First Tier Tribunal.  
The Property Ombudsman
Milford House
43 – 55 Milford Street
Salisbury
SP1 2BP
01722 333306

 www.tpos.co.uk
​First- Tier Tribunal for Scotland
(Housing and Property)
1 Atlantic Quay
45 Robertson Street
Glasgow
G2 8JB
0141 302 5900
www.housingandpropertychamber.scot
** If you wish to make a general complaint, not related to sales, letting agency service or a tenancy, please download the policy below**