- Also in this section:
COMPLAINTS FOR LETTING AGENCY
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.
Munro & Noble Group Limited is registered with the Scottish Letting Agent Register (registration number 2105004) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at https://www.legislation.gov.uk/ssi/2016/133/schedule/made
Munro & Noble Group Limited is also a member of the Property Redress Scheme, Membership Number: PRS026873
The Property Redress Scheme (PRS) is a government backed scheme which provides a mediation and resolution service for consumers. However, before you escalate your complaint to the either the Scottish Letting Agent Register or the PRS you must show that you have tried to resolve the matter with the Agent first and have allowed a minimum of 8 weeks after making a complaint for the member to respond. The PRS regard this timeframe as a reasonable to allow the Agent to try and resolve the complaint first.
Procedure for complaints
Stage 1: Raise your complaint to the agent
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.
Stage 2: Writing your complaint letter
- Raise your complaint as soon as you become aware of an issue.
- Detail every issue you have and back this up with evidence. For example, if you have received a lack of communication, you will need to refer to the correspondence that has not been responded to.
- Be conscience about your complaint and note the resolution you seek.
Send your letter to:
The Lettings Manager,
Munro & Noble Group Limited,
26 Church Street,
Inverness,
IV1 1HX
Or Email: lettings@munronoble.com
On receipt of your complaint, we will adhere to the following procedure: –
- We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
- In many cases additional information may be required to clarify the complaint and how the issue can be rectified. So, do not be alarmed if the matter has not been resolved with one response.
Stage 3: Responding to your Complaint
Your named contact will then investigate your complaint.
Once investigated, we will send you a detailed written reply, including any suggestions for resolving the matter. This will be completed within 10 working days of us receiving full details of your complaint.
NOTE: There may occasionally be circumstances out-with 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 4: If you are unsatisfied with the agents reply
Upon receipt of our response under Stage 3 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 5: Senior management review
Our senior manager will write to you within 10 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Raising your complaint for external mediation
If a satisfactory resolution has not been achieved with 8 weeks, please forward your complaint to the First-tier Tribunal for Scotland (Housing & Property Chamber) the Property Redress Scheme.
Keep records:
- If you receive any letters from your agent, keep them.
- Keep a log of any other phone calls you make or receive with the agent: date and time and the caller’s name or the person(s) you speak to.
This is an important step because if the matter remains unresolved and you would like the First-tier Tribunal for Scotland (Housing & Property Chamber) or the PRS to help resolve the complaint, they will need evidence of what has happened.
The First-tier Tribunal for Scotland (Housing & Property Chamber)
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:
Glasgow Tribunals Centre
20 York Street
1 Atlantic Quay
Glasgow, G2 8GT
Telephone: 0141 302 5900
Website: www.housingandpropertychamber.scot
Property Redress Scheme (PRS)
The Property Redress Scheme is open 9am to 5:30pm Monday to Friday. Contact details are:
Property Redress Scheme
Premiere House,
1st Floor, Elstree Way,
Borehamwood, WD6 1JH
Telephone: 0333 321 9418
Website: www.theprs.co.uk
Email: info@theprs.co.uk
The PRS state that: ‘Supposition, assumptions and speculation is not sufficient to satisfy the Scheme that a statement is correct and although the Scheme makes their decisions on the balance of probabilities, the Complainants have to support their position with documentation.’
Other complaints procedures
Munro & Noble Group Limited is also a member of the Council of Letting Agents www.counciloflettingagents.com and you may invoke their complaints procedure if you remain dissatisfied once stages 1-5 above have been exhausted, or if we do not process your complaint within a reasonable timescale.
Citizens Advice: 03444 111 444 Monday – Friday 9:00am – 5:30pm
In accordance with the Scottish Letting Agent Code of Practice, we will retain (in electronic or paper form) all correspondence about your complaint for five years.