Complaints Procedure
We work hard to make sure that we deliver a service which will ensure a smooth completion of your property transaction. If a mistake is made, it is important to outline the steps that shall be taken to put things right.
Step 1
If you are unhappy with the service you have received, please call the office number as shown on our correspondence and ask to speak to the Complaints Manager. It is important to us that we hear your concerns. In the majority of cases, we will be able to resolve issues that are brought to our attention.
Step 2
If your complaint has not been resolved to your satisfaction it can be progressed to the next stage by writing to the Head of Complaints at our head Office address shown on our correspondence. A letter of acknowledgement will be sent within 48 hours and a full response provided within 7 working days of receipt.
Step 3
In the unlikely event that we have not satisfied your complaint, the final stage of our internal complaints procedure is to write to the Managing Director, Housespotters Estate Agents, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP.
Please let us know why you remain dissatisfied with the way in which your complaint has been handled and we will ensure an objective, fair and accurate review is made of your complaint with a full response being provided within 7 working days of receipt. We would always want to settle your complaint internally however, if after reaching this stage, you still feel that your complaint has not been resolved, the matter can be referred to the TPO (https://www.tpos.co.uk). There is an online complaints procedure which is clearly marked.
Housespotters Estate Agents,
Clyde Offices,
2nd Floor,
48 West George Street,
Glasgow,
G2 1BP