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We are committed to providing high quality customer service and value all opinions expressed by our customers. If something goes wrong or you are dissatisfied with our service please tell us, as we will use the information to help us improve the way we work. We aim to make it as easy as possible for you to provide feedback, be it good or bad and accept complaints by phone, by email, in writing or in person.

As well as trying to deal with your complaint promptly, we will always tell you who is dealing with the issues that you have raised. We have internal standards governing how we deal with complaints:

  • Your complaint will be resolved in five working days or less
  • a clear process for any complaints that will take longer to resolve
  • clear communication about how we will resolve your complaint
  • we will record and disclose the level of customer satisfaction and complaints received annually

The full complaints process is explained in our Factoring Complaints Handling Procedure.

After we have fully investigated your complaint, if you are dissatisfied with the way in which we handled it or with our decision, you can ask for the matter to be reviewed by the Housing and Property Chamber First-tier Tribunal. This is the independent group appointed by the Scottish Government, to review complaints against registered property factors. The panel’s contact details can be found in our complaints leaflet.

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