Complaints Procedure
Complaints Procedure
Have A Complaint?
At Southside Property Management we are committed to providing excellent service across all aspects of the business, which meets our clients’ reasonable expectations, but even so, sometimes issues can arise which give cause for complaint. If they do, please let us know as soon as you can so we can make things right again.
Complaints Procedure
The Steps
Step 1
If you wish to complain about any aspect of our service, or that of a contractor instructed by us on your behalf, you can do so by contacting your Property Manager in writing, via email, who will investigate and get back to you within 5 working days. Please ensure you use clear language to convey that you wish to raise this as a formal complaint:
Property Managers and their emails to raise Formal Complaints
| Meagean McDermott | Property Manager | meagean@aberdeenlettings.co.uk |
Step 2
If the response still does not provide the satisfaction you require, we would respectfully request that you provide us with written confirmation of the reasons you deem that the complaint has not been resolved.
The complaint (all complaints; tenant, neighbour, landlord or 3rd party) will then be reconsidered by another Senior Manager and our Legal Manager, Emma Ewen within 15 working days.
Step 4
If Stage 3 does not resolve your grievance, you may at that stage apply to one of our governing bodies below once the internal complaints procedure has been exhausted.
Housing and Property Chamber Web: https://www.housingandpropertychamber.scot/ | The Property Ombudsman Web: http://www.tpos.co.uk |
If your complaint is in relation to return of your tenancy deposit, at this stage a dispute should be raised with Letting Protection Scotland: lettingprotectionscotland.com/tenant-info Please note that each body above have their set timescales that can range from 1 – 3 months to review evidence.
