CUSTOMER COMPLAINTS PROCEDURE
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it! This will help us to improve our standards. The purpose of the complaint’s procedure is to deal with your grievance promptly, effectively, fairly and where possible, turn a potentially negative situation into a very positive one through our care and attention.
For ease we have detailed our complaints processes below.
Stage 1: Please write (by letter or email) to the Department (Lettings or Sales) Manager with the details of your complaint, setting out the reasons clearly for your grievance(s) together with dates, names of any staff members you dealt with and including any supporting evidence.
- Lettings Department – Jade Kelly – firstname.lastname@example.org
- Sales Department – Lucy Hallett – email@example.com
If your complaint is directed at any of the named managers above, your complaint will be escalated immediately to Stage 3.
Stage 2: The department manager will then investigate your complaint and will send you a detailed written reply including their suggestions for resolving the matter, within 15 working days of us receiving your complaint in writing. There may occasionally be circumstances out with our control which prevent us from adhering to this time frame. These include: –
- when the office is closed for public holidays;
- where adverse weather or sickness has led to staff shortages;
- where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
- where we cannot respond in full without visiting the rental property and the tenant is restricting access;
- where we cannot respond in full without the input of a key member of staff who is not available.
We will contact you if we are unable to respond within this timeframe with the given reason, and let you know when we aim to respond by.
Stage 3: Upon receipt of the Department Manager’s response under Stage 2, should you not be satisfied you may write to our Director at the address below and we will carry out a separate and detached review of your complaint. This will result in a final view (“Final View”) which will be sent to you within 15 working days of the matter being escalated, by you in writing, confirming our final position on your complaint and explaining our reasons:
West Property Scotland Limited, 120 George Street, Oban, PA34 4HN
Stage 4: Should you still be dissatisfied after receiving our Final View, then you may refer the complaint to the The Property Ombudsman Scheme of which West Property is a member of and whose details are below. Please note that in order for the Ombudsman to consider you, you must refer your complaint within 12 months of receiving our “Final View” and following exhaustion of the above stages.
You can contact the Property Ombudsman at –
Mail Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP
Contact Phone Number: 01722 333306