Legal
Complaints Procedure
Tell us what went wrong by phone or in writing. We acknowledge every complaint within five working days, investigate and send a full written response within twenty working days, and if you are still unhappy you can refer the matter to The Property Ombudsman.
Last updated September 2026
Definitions
These words have the following meanings wherever they appear on this page.
- Complaint
- Any expression of dissatisfaction about our service, whether or not it is justified.
- Acknowledgement
- Our written confirmation that we have received your complaint and who is handling it.
- Final response
- Our written conclusion setting out our findings and any remedy offered.
- Working day
- Monday to Friday, excluding public holidays in Scotland.
- The Property Ombudsman
- The independent redress scheme we are a member of, which can review a complaint after our final response.
Terms in full
- 1
Stage one: tell us
1.1 Contact us on 07411 211618 or write to 2 Parkhouse Street, Ayr, KA7 2HH. Set out what happened, when it happened, who you dealt with and what you would like us to do to put it right.
1.2 Most issues are resolved at this point, often on the same call.
- 2
Stage two: acknowledgement
2.1 We will acknowledge your complaint in writing within five working days. The acknowledgement confirms our understanding of the issue and names the person investigating it.
2.2 If we have misunderstood anything, tell us straight away so the investigation looks at the right thing.
- 3
Stage three: investigation and final response
3.1 We review the file, listen to any call recordings, speak to the staff involved and consider the documents. We aim to send a full written response within twenty working days of the acknowledgement.
3.2 If the investigation needs longer, we will write and tell you why and give a revised date.
- (a)What we found and the evidence we relied on.
- (b)Whether we uphold the complaint in whole, in part or not at all.
- (c)What we will do to put it right and by when.
- (d)How to escalate if you disagree with our conclusion.
- 4
Stage four: review
4.1 If you are unhappy with the outcome, reply within twenty eight days and ask for a review. A senior person not involved in the original decision will look at the case again and issue a final decision letter.
- 5
Stage five: independent redress
5.1 If you remain dissatisfied after our final decision, you can refer the complaint to The Property Ombudsman, of which we are a member. Referrals must normally be made within twelve months of our final response, and the Ombudsman will expect you to have completed our internal procedure first.
- 6
Records and learning
6.1 We record every complaint, the outcome and any change we make as a result. Complaint records are held under our privacy policy and used to improve how we work.
What to include in your complaint
Giving us these details up front usually shortens the whole process.
- Your name, address and the best way to contact you
- The property address the complaint relates to
- What happened, with dates and a short timeline
- Who you dealt with, if you know their name
- Copies of any emails, letters or messages that matter
- What impact it had on you
- What outcome you are looking for
- Any deadline you are working to, such as a settlement date
Frequently asked questions
How quickly will you reply?
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We acknowledge within five working days and aim to give a full written response within twenty working days. If we need longer we will tell you why.
Does complaining cost anything?
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No. Our complaints procedure is free, and referral to The Property Ombudsman is also free to consumers.
Can I complain on behalf of someone else?
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Yes, with their written authority, or as an executor or attorney with the appropriate paperwork.
What if I am still unhappy at the end?
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You can refer the matter to The Property Ombudsman once you have our final response, normally within twelve months of it.
