Scotland:
Your complaint should be made in the first instance to your appointed Property Manager. Should you fail to obtain satisfaction, you will be requested to complete a written complaint and send it to a Director of the Company. Within 14 days of receipt of your complaint , we will write to you to inform you of the outcome of the investigation and to let you know what actions will be taken. If we anticipate that it will take more than 14 days to fully investigate your complaint, we will advise you when you should expect to receive a response. If your complaint is in respect of poor service from a contractor we will contact the contractor and make every effort to resolve the issue to your satisfaction. If an amicable settlement cannot be reached at this stage and if it is considered that a breach of The Property Factor’s (Code of Conduct)(Scotland) Order 2012 has occurred, then an Application may be made to the Housing and Property Chamber, 4th Floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 302 5900 Fax: 0141 302 5901 Email: HPCAdmin@scotcourtstribunals.gov.uk.
England and Wales:
Your complaint should be made in the first instance to your appointed Property Manager and addressed as a formal complaint. Your Property Manager will investigate and respond within 14 days. Should you fail to obtain satisfaction, you will be requested to complete a written complaint and send it to a Director of the Company. Within 14 days of receipt of your complaint , we will write to you to inform you of the outcome of the investigation and to let you know what actions will be taken. If we anticipate that it will take more than 14 days to fully investigate your complaint, we will advise you when you should expect to receive a response. If your complaint is in respect of poor service from a contractor we will contact the contractor and make every effort to resolve the issue to your satisfaction. If an amicable settlement cannot be reached at this stage we will provide a ‘deadlock’ letter and you should escalate your complaint to the Property Ombudsman.