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Complaints Procedure

Complaints Procedure 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: moo-let.com, Suite4, Preston House, 7 Preston Crescent, Inverkeithing, Fife, KY11 1DR info@moo-let.com On receipt of your complaint we will adhere to the following procedure: - Stage 1 We will acknowledge receipt of your complaint in writing within 3 working days of receiving it, giving you a named contact who will be dealing with the complaint. Investigate and respond to your complaint within 15 working days from receipt of complaint. Stage 2 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 outwith 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 3 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 4 We will provide a written statement expressing our final viewpoint following a second review of your complaint. Stage 5 If a period of 8 weeks has elapsed and we have not responded to or resolved your complaint, then you can refer your complaint to the: The Property Ombudsman (PTO) www.ptos.co.uk 01722 333 306 You may apply to the First-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: - 4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB https://www.housingandpropertychamber.scot 0141 302590 Membership No:D13715

Last updated at 1/26/2018, 5:05:23 AM by allAgents

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