Ross Liddell
The Property People
Complaints Procedure
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COMPLAINTS PROCEDURE
Download a copy of our Complaints Procedure
Property Management

If you have a complaint regarding the services we provide, you should initially submit details, in writing, to the manager of your property, or the head of the department concerned. In the event of your complaint not being dealt with to your satisfaction, you should write to the appropriate Service Director as detailed below;

Property Management at Edinburgh and Dundee Offices
Andrew Cunningham, Director

Property Management at Glasgow & Paisley Offices
Brian Fulton, Director

If you are not satisfied with the response, you should submit full details of your complaint in writing to Mrs Irene Devenny, Managing Director, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW.

If your complaint is not resolved to your satisfaction, having been processed to a conclusion through our complaints procedure, referring specifically to property management, you may lodge a complaint in writing with the Homeowner Housing Panel as provided by the Scottish Government. Their website address is www.hohp.scotland.gov.uk and their contact details are:

The Operations Manager
Homeowner Housing Panel
Europa Building
450 Argyle Street
Glasgow
G2 8LH
Telephone: 0141 242 0175
Fax: 0141 242 0141
Email: hohpadmin@scotland.gsi.gov.uk

Insurance Services

Ross & Liddell Ltd is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 310429.

Our permitted business is introducing, arranging, dealing as an agent and assisting in the administration and performance of general insurance contracts.

An enquiry or complaint you may have regarding your insurance policy should be addressed in the first instance to Mrs Rita Glendenning, Insurance Department Manager, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW.

If you are not satisfied with the way in which your complaint has been dealt with, you may write to Mr Alec Cassidy, Director of Insurances, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW.

When dealing with your complaint, we will follow our complaint handling procedures, a summary of these procedures is available on request or by visiting our website at www.ross-liddell.com.

When you have received a reply from Ross & Liddell, and if you still remain dissatisfied, for our insurance activities only, you may be able to refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. or www.financial-ombudsman.org.uk

Surveying and Commercial Services

Surveying and Commercial Services; Building Surveying
Gerry Gilroy

Surveying and Commercial Services; Commercial Services
Andrew Cunningham

Our surveyors are members of the Royal Institution of Chartered Surveyors. If you have a complaint regarding the professional surveying services we provide, you should initially submit details, in writing, to the appropriate Service Director as detailed below. We will acknowledge receipt of your complaint within 10 working days.

If you are not satisfied with the response, you should submit full details of your complaint in writing to Mrs Irene Devenny, Managing Director, Ross & Liddell, 60 St Enoch Square, Glasgow, G1 4AW.

When you have received a reply from Ross & Liddell, and if you still remain dissatisfied, for surveying services only, you may consider contacting Surveyors Ombudsman Service (SOS) Scheme who will investigate your complaint and advise you on the best way forward. The SOS can be contacted at PO Box 1021, Warrington, WA4 9FE.

Residential Lettings, 89 Byres Road, Glasgow.

As a member of the Association of Residential Letting Agents (ARLA), we aim to provide the highest Standard of service to all landlords and tenants, in line with their Code of Practice. One of the requirements of our membership of ARLA, is that we have a process for assessing complaints about our service.

All branch staff will deal with the normal day to day problems on a one to one basis, but once a formal complaint as such has been raised, i.e. "I am not satisfied with the standard of your work / conduct / behaviour etc. and I wish to make a formal complaint", then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents, terms of business, tenancy agreement, inventory etc., and send it to Ann McMaster, Head of Lettings, Ross & Liddell Ltd, 89 Byres Road, Glasgow, G11 5HN.

This complaint letter will be acknowledged promptly, within three working days, an investigation will be instigated, with a formal written outcome communicated within fifteen working days. You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint, please write to Alec Cassidy (FCCA), Director, Ross & Liddell Ltd, 60 St Enoch Square, Glasgow, G1 4AW.

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to The Association of Residential Letting Agents, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG, who will arrange for your complaint to be assessed by a Disciplinary Case Worker, in line with the criteria and procedures set out in NFOPP's Disciplinary Procedure Regulations, or you may also consider contacting The Property Ombudsman Service (TPO) who will investigate your complaint and advise you on the best way forward. The TPO can be contacted at The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP.