Lettings complaints procedure
Yates Hellier is committed to providing a high level of customer service to our clients. However, when a complaint is received we aim to ensure that:
- Our complaints procedure is easy to follow.
- Any complaint is treated seriously.
- Complaints will be dealt with promptly and in confidence.
- Complaints will be treated impartially.
If you wish to register a complaint regarding our service please contact:
or
Jonny Mackenzie (Operations Manager), Yates Hellier, 149 Hyndland Road, Glasgow, G12 9JA
It would be helpful if your complaint can be as detailed as possible. We will reply within 7 working days confirming a timescale for resolution. We shall investigate your complaint and endeavour to resolve it within 28 days of receipt.
If you are dissatisfied with the response, you have the right to escalate your complaint to:
The Property Ombudsman , Unit 159756, PO Box 7169, Poole, BH15 9EL
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. Any complaint can also be referred to the First-tier Tribunal for Scotland up to 12 months after receiving a final decision from the above channels. You can contact the Housing & Property Chamber at:
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB
0141 302 5900
https://www.housingandpropertychamber.scot
Yates Hellier Ltd is registered with the Scottish Letting Agent Register with the number LARN1812011 and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.