We are committed to providing a high-quality service to all of our clients and we endeavour to do the right thing and to do things right. When something goes wrong, we need you to tell us about it so that we can address the issue and so that we can improve.
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 provide full details of the complaint in writing.
Wherever possible complaints should be submitted by email to: [email protected]
Please do not attach large files as this may prevent the email from reaching us.
If you are unable to submit your complaint by email, please write to us at:
Extra Mile Letting
10 South St Andrew Street
Edinburgh - EH2 2AZ
On receipt of your complaint we will adhere to the following procedure:
Stage 1 We will acknowledge receipt of your complaint in writing (this includes email) within 10 working days of receiving it, giving you a named contact who will be dealing with the 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 20 working days of us receiving your complaint.
There may occasionally be circumstances outside of our control that prevent us from adhering to this timeframe. These include, but are not limited to:
• closure due to 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 or is unresponsive;
• 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 review of the decision – this will be carried out by someone other than the person who responded at Stage 2.
Stage 4 We will write to you within 20 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Stage 5 If you remain dissatisfied once stages 1-4 above have been exhausted, or if we do not process your complaint within a reasonable timescale. You may choose to contact:
The First-tier Tribunal for Scotland (Housing & Property Chamber):
1 Atlantic Quay
45 Robertson Street Glasgow
Landlord Accreditation Scotland (of which Extra Mile Letting is a member) and invoke their complaints procedure.
Council of Letting Agents (of which Extra Mile Letting is a member) and you may invoke their complaints procedure.
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