COmplaints procedure

Details

OVERVIEW

We are committed to  providing a high-quality service to all our clients. When something goes  wrong, we need you to tell us about it. This will help us to improve our  standards.  If you have a complaint  about our service, or about the service of a contractor or third party who we  have instructed to provide goods or services in relation to a property owned  by or occupied by you, please write down the details  of your complaint and send it to: Lismore Asset Management Limited, 5 South Charlotte  Street, Edinburgh, EH2 4AN On receipt of your complaint we will adhere to the following procedure: - 

Stage one

We will  acknowledge receipt of your complaint in writing within 5 working days of  receiving it, giving you a named contact who will be dealing with the  complaint.

sTAGE TWO

Your named contact will  then investigate your complaint and will send you a detailed written reply,  including their suggestions for resolving the matter, within 10 working days  of us receiving your complaint.   There may  occasionally be circumstances out with our control which prevent us from  adhering to this timeframe. These include: -        
when the office is closed for public holidays;·        
where adverse weather or sickness has led to staff shortages;·          
where we cannot respond in full without the input of a third  party (e.g. contractor, landlord, tenant) who is not available;·          
where we cannot respond in full without visiting the rental  property and the tenant is restricting access;·          
where we cannot respond in full without the input of a key  member of staff who is not available. 
We will  contact you if we are unable to respond within this timeframe and let you  know when we aim to respond by. 

sTAGE THREE

Upon receipt of our  response under Stage 2 above, if you are still not satisfied, you can contact  us again in writing and we will arrange for a senior manager to review the  decision.  

STAGE FOUR

Our senior manager will  write to you within 10 working days of us receiving your request for a  review, confirming our final position on your complaint and explaining our  reasons.  

STAGE FIVE

You may apply to theFirst-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. You can contact the Housing &Property Chamber at: -
Glasgow Tribunals Centre
20 York Street
1 Atlantic Quay
Glasgow
G2 8GT0141 3025900
https://www.housingandpropertychamber.scot

Lismore Asset Management Limited is registered with the Scottish Letting Agent Register 1904040 and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at : http://www.legislation.gov.ssi/2016/133/schedule/made.

In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.