Formal Complaints Handling Procedure
We define a formal complaint as written expression of dissatisfaction with our service, as detailed within our Terms of Service and Delivery Standards, or the service of a contractor instructed by us on your behalf, which is unable to be resolved by frontline resolution.
Frontline Resolution
We endeavour to resolve all concerns early and through telephone or face to face discussion. If you are unhappy in any way, please tell us. It is important for us to hear what your concerns are, for you to provide us with as much information as possible and more importantly to let us know what would resolve your concerns.
We hope to resolve all concerns through frontline resolution discussions, however, should you remain unhappy, you will be advised to submit a formal complaint to us through the following procedure.
Step 1 – Formal Complaint Identification and Investigation
If our frontline resolution does not resolve your concerns you may request our “Application for Formal Complaint Resolution” form for completion and return. Completion of this form will help us to understand why you remain dissatisfied and the outcome you are looking for. The form will be acknowledged within 3 working days of receipt and the formal complaint investigated. Our aim at this step is to provide written confirmation of the investigation findings along with resolution to your formal complaint within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.
At this stage your formal complaint will be investigated and responded to by a Team Manager or Associate Factoring Director, whose contact details will be provided to you.
Step 2 – Formal Complaint Review and Final Decision
If after receipt of our step 1 response you remain dissatisfied with the resolution offered, this should be intimated to our office in writing within a period of 28 days. Upon receipt, a final review of your formal complaint will be carried out and our final written decision issued within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.
At this stage your formal complaint will be reviewed and responded to by a Associate Factoring Director, whose contact details will be provided to you.
In the event that our final written decision does not resolve your formal complaint, you may apply to The Housing and Property Chamber First-tier Tribunal for Scotland which has authority to consider complaints against a property factor, in accordance with the Property Factors (Scotland) Act 2011, once the formal complaints procedure has been exhausted. At this point in the process we would consider resolving the matter by means of Mediation where this is proposed by the Housing and Property Chamber First-tier Tribunal for Scotland.
The Housing and Property Chamber First-tier Tribunal for Scotland can be contacted at:
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT
T: 0141 302 5900
E: HPCadmin@scotcourtstribunals.gov.uk
W: www.housingandpropertychamber.scot
Property Factor Registration Number PF000288
Complaints about a Contractor
HPMS instruct independent, 3rd party contractors on behalf of the collective homeowners of the properties we factor.
From time to time, disputes or complaints may arise regarding the work of these contractors. Our aim is to assist the collective homeowners in reaching a fair and practical resolution.
As the contractual relationship exists between the collective homeowners and the contractor, we may not always be able to pursue individual complaints exactly as you may wish and you may need to liaise with your co-owners to agree how you wish to proceed with any complaint.
Frontline Resolution
Most contractor concerns can be resolved quickly, through informal discussion with your Property Factoring Team and the Contractor.
We will listen to concerns and work with the contractor to seek a satisfactory outcome.
At this stage, it is helpful to have as much information as possible and to explain the resolution you are looking for from the Contractor.
When we have reviewed your complaint, including considering feedback of other homeowners we shall explain how the complaint may be addressed to the contractor, on behalf of the collective homeowners, and how and when you can expect a response.
If we determine that there is no suitable basis for raising the complaint on behalf of the collective homeowners, we will inform you. In such cases, you may wish to discuss the matter with your co-owners or contact the contractor directly.
Formal Contractor Complaint Submission
If you remain dissatisfied after Frontline Resolution, you may submit a Formal Contractor Complaint as follows:
1 Submit your complaint in writing.
Provide full details including:
• the contractor’s name and the specific work concerned,
• dates, photographs, or records of the activity (or lack thereof), and
• any supporting information or correspondence from other homeowners. Where possible, including a record of the collective homeowners’ agreement to raise the complaint.
2 HPMS review
A Team Manager will review the information provided and confirm whether HPMS is able to forward the complaint to the contractor on behalf of the collective homeowners for a formal written response.
If we conclude that cannot forward the complaint on behalf of the collective homeowners, we will advise you of this, and you may then choose to raise the matter directly with your co-owners or the contractor.
3 Formal Contractor Complaint Submission
If we agree to forward the complaint on behalf of the collective homeowners, once we receive the contractor’s final written response, we will share it with you along with details of any next steps that may be available, such as escalation to trade or professional bodies, regulatory authorities, or legal action.
