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Our Complaints Procedure

First class service is what you expect and first class service is what we always aim to deliver. We set very high service standards for ourselves and because of these ambitious targets it has to be acknowledged that sometimes unavoidable things will go wrong.

If this happens please tell us straight away and give us the chance to put things right.

These notes clearly show the steps in our complaints procedure. We will follow them and at every stage promise to listen, to do everything we can to resolve your problem, and to make sure you fully understand the conclusion that is finally reached.

Before you make a complaint

Is the problem clarified by legal responsibility?

Sometimes the solution to a problem is covered by a contractual obligation. If you are one of our clients the matter may be covered in the Terms and Conditions for Renting a Property through Castle Estates (Glasgow) Ltd which might provide some useful guidance.

For disputes between Landlords and Tenants the tenancy agreement, a legally binding contract signed by both parties, will be the crucial document to examine.

Please note that Castle Estates (Glasgow) Ltd will not become involved in any disputes of this nature.
Making a formal complaint

Stage one

Contact the branch/department responsible for providing the service you are complaining about.
Although a simple matter can be dealt with over the phone, if you wish to formalise your complaint then to make sure we record it accurately you must put it in writing (if you have a disability that makes it difficult for you to send a written complaint, please contact us so that we can discuss alternatives) and send it to us by post, fax or email. Concise numbered points can be a helpful way to set the situation out clearly. Please confirm to us any dates and persons involved, whether these are Castle Estates (Glasgow) Ltd staff, maintenance contractors or other interested third parties such as the local authority.

For Guidance you should include:

Full details of your complaint and all matters related to it; Copies of any previous correspondence
with us and our branch related to your complaint, or enough information to help us trace this correspondence quickly.

You should also tell us what you think we still need to do to resolve your complaint.
Your complaint will be allocated to our Director who will send you an acknowledgement of your complaint within five working days of receiving it, and depending on the nature of the complaint, will tell you a time scale of when you will receive a full response.

Stage two

The Director will investigate whether we have handled the matter fairly in line with our policy and procedures, and whether we should do anything else.

The Director will reply to your complaint within 10 working days of the date of the acknowledgement letter or, if that is not possible, will contact you again to let you know when you can expect a full reply. This stage may take longer because the Director will need to see previous correspondence and may need to take advice from members of his or her staff may also need to further discuss the problem with you.

The reply from the Director, will explain the basis of his decision. The Director’s decision is the final decision on behalf of Castle Estates (Glasgow) Ltd

If you remain dissatisfied with this decision, you are then entitled to refer your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients:

Ombudsman Services: Property
PO Box 1021 Warrington WA4 9FE

t: 0845 050 8181

f: 0845 051 1213

t: 01925 530 270

f: 01925 530 271

email: enquiries@os-property.org

www.os-property.org

For Business-to-Business clients:

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE

t: 020 7334 3806

f: 020 7334 3802

email: drs@rics.org

www.rics.org/drs

ARLA     LPS     Ombudsman     Safe Agent     Safe Agent
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