Complaints Handling Procedure

The Property Factors (Scotland) Act 2011 came into force on 1 October 2012 and as your Property Factor, we are required to provide you with a written “Terms of Service and Delivery of Standards” which is intended to be transparent and easily understood.

As part of the Act it is required that a complaints procedure is in place as to provide you with a clear and transparent line of communication. At Grant & Wilson we take complaints about our services seriously and the complaint procedure allows us to deal with them in confidence.

If something goes wrong you should tell us. Complaints are recorded, along with any action taken.

Grant & Wilson value complaints and use information from them to assist us in improving our services in the future.

G&W aim to provide our Owners with a reliable and efficient service at all times, however sometimes things can go wrong. When this happens we would like to know, in order that we can put things right. Building strong and lasting relationships with our Owners is important to us and we take the service we provide to you very seriously and will endeavour to deal with your complaint promptly.

When a problem arises in the first instance we ask that you give the employee concerned the opportunity to discuss your complaint or dissatisfaction informally.

 

IMPORTANT NOTES

We strongly advise not to withhold payment for our services. Non –payment of your accounts will be subject to interest and late payment charges and may result in a Notice of Potential Liability being placed on your property.

If you are a tenant renting accommodation that is managed by Grant & Wilson and we are not your Letting Agent, you need to refer your complaint to your Landlord or Letting Agent.

When a problem arises in the first instance we ask that you give the employee concerned the opportunity to discuss your complaint or dissatisfaction informally. If you feel that your complaint is not being resolved then we ask that you follow our complaint procedure as with the following steps.

A full copy of our complaints procedure can be found in your Terms of Service and Delivery of Standards as issued to all owners and can also be downloaded as a PDF from this page.