HAP Lettings (Home And Property) first opened in Queen Street in the centre of Glasgow. It was here where the business grew rapidly from a team of two to our friendly team we have now. To accommodate our growing team, in June 2014 we moved to our shop premises on Great Western Road. This location has proved extremely beneficial in that we can reach most parts of Glasgow within twenty minutes.

HAP Lettings is a dynamic & independent company with a keen team of professionals who are totally
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362 Great Western Road
G4 9HT
0141 345 2010


Properties for sale
Properties for rent
Areas covered
  • Glasgow


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Last updated at 9:52 AM 27/04/2015 by Josh Hardy

Complaints Procedure

HAP Lettings Customer Care Policy

At HAP Lettings we endeavour to ensure your experience of our service is second to none, however we acknowledge that on occasions things can go wrong. We are committed to rectifying any issues as soon as possible.

What can you do if you are not satisfied with the service you have received? In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the company. The HAP Lettings Team should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the formal complaints procedure can be invoked.

We have adopted a formal two stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. In certain circumstances it is possible to bypass the first stage and complain directly to the Managing Director although we may decide to refer the matter to the person dealing with the first stage where we consider that to be appropriate.

How do I make a formal complaint? Stage 1 – Office Manager.

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Office Manager. If your complaint is about that person, please write to the Managing Director. We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of complaint:

• Your name, address and a daytime telephone number on which you can be contacted.
• The name of the individual within the company with whom you have been dealing.
• A clear description of your complaint, giving concise details of what you believe has gone wrong.
• Details of what you would wish to be put right.

Your letter will be acknowledged within 3 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 15 days. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provide with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Stage 2 – Managing Director.

If your complaint is not satisfactorily resolved by stage 1 above or if you still have concerns, you can request that the matter be referred to the Managing Director. A separate review of your complaint will be undertaken and you will be contacted usually within a further ten days to inform you of the conclusions reached. This response will represent the final viewpoint of the company.

What can I do if I am still not satisfied?

If you remain dissatisfied with any aspect of our handling of your complaint, then it may be appropriate for the matter to be referred to an independent third party. As we are members of the Property Ombudsman, the matter should be referred to them as long as it is within six months of the company’s final offer of resolution. Their contact details are;

The Property Ombudsman
Milford House,
43 - 55 Milford Street,
Tel No: 01722 333306
Fax No: 01722 332296
This is a free service.
Last updated at 9:52 AM 27/04/2015 by Josh Hardy

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