Complaints

We aim to provide homeowners with an excellent service, however, we recognise that sometimes we get it wrong. Therefore, we have in place a defined complaints procedure, with a view to investigating and resolving homeowners concerns quickly and effectively

In the first instance any queries, concerns, or issues, regarding our services should be raised with, and addressed by, our Client Support Team or Repairs Team, preferably in writing, via our Live Chat System.

Initial Escalation

In the event that our Teams are unable to address any issue to your satisfaction, and in order to ensure that matters may be resolved, we would ask that you initially escalate your concerns to Senior Management as follows:

Repair Related Concerns: Hannah Hume, Associate Director, h-hume@ross-liddell.com

Non Repair Related Concerns: Gail Davidson, Associate Director, g-davidson@ross-liddell.com

Major Works Related Concerns: Charlie Leask, Associate Director, c-leask@ross-liddell.com

We will aim to respond to your escalated concerns within 5 working days, from receipt.

Formal Complaint Stage 1

In the event that the nature of your complaint requires a formal written response, and/or where the above escalation has proved ineffective, you should provide written details of your complaint to:-

Jennifer Johnston, Associate Director/Complaints Resolution Manager, 60 St Enoch Square, Glasgow, G1 4AW, or by e-mail to j-johnston@ross-liddell.com, who will provide a written acknowledgement of your complaint within 5 working days. Thereafter we will aim to respond fully to your complaint, in writing, within 15 working days from the date of our written acknowledgement. If this is not possible, we will provide you with an explanation and an amended timescale for replying to you.

Formal Complaint Stage 2

If you remain dissatisfied, following receipt of our Complaint Resolution Manager’s formal written response to your complaint, you should provide written details of any outstanding issues, or concerns, together with details of your preferred resolution, to Lorraine Stead, Senior Associate Director, Ross and Liddell, 60 St Enoch Square, Glasgow, G1 4AW, l-stead@ross-liddell.com
Your referral will be acknowledged in writing, within 5 working days of receipt, and following a further review of your concerns, the company’s
final response to your complaint will be issued within 10 working days, from the date of our acknowledgement. If this is not possible, we will
provide you with an explanation, and an amended timescale, for providing a final response.

Referral to Housing and Property Chamber

If, following our final written response, we have been unable to resolve matters to your satisfaction, and having exhausted our Complaint Resolution Process, you have the option to refer your complaint, to the Housing and Property Chamber First-tier Tribunal for Scotland, as provided by the Scottish Government. Their website address is https://www.housingandpropertychamber.scot and their contact details are as follows:

Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT
E: HPCAdmin@scotcourtstribunals.gov.uk

Still have a question? Please ask us using the Live Chat function.

The First-tier Tribunal for Scotland are a judicial body who review unresolved disputes between homeowners and Factors. We prefer to try and resolve any disputes in the first instance and ask that homeowners get in touch so we can have our teams review, before escalating through our complaints procedure or submitting any applications.

Still have a question? Please ask us using the Live Chat function.