Compliments and complaints

We do all we can to get it right first time – but we know sometimes that’s not the case.

If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.

Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.

Our complaints leaflet explains what to expect from us when we are dealing with your complaint.

As part of the Property Factors (Scotland) Act 2011, the Homeowner Housing Panel (HOHP) was set up to resolve complaints and disputes between homeowners and property factors. From 1 December 2016, the HOHP changed its name to First-tier Tribunal for Scotland (Housing and Property Chamber). For more details on the Housing and Property Chamber, you can call them on 0141 302 5900.

Our Wheatley Group partner, Wheatley Solutions Limited, is registered with the Financial Conduct Authority (FCA) and can help you arrange contents insurance with our partners, Aviva and Aon or buildings insurance through Aviva . If your complaint is about home contents or building insurance,  it will be assessed in line with FCA rules and as detailed in the Wheatley Solutions FCA complaints policy. Make your complaint by leaving feedback through our online form.

We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.