ESPC Lettings complaint procedure

ESPC Lettings view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for person that has made the complaint.

The ESPC Lettings complaint procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible.

ESPC Lettings complaint policy 

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use, for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know who to contact us to make a complaint
• To make sure everyone at ESPC Lettings knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely manner
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us improve what we do.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of ESPC Lettings.

Complaints may come from tenants, landlords, neighbours or contractors. A complaint can be received verbally, by phone, face-to-face or in writing, by email or post.

All complaint information will be handled sensitively – only those that need to know will be informed, and all relevant data protection requirements will be followed. 

How to register a formal complaint

To register a formal complaint please follow the process as detailed below:

1. In order that your concerns are addressed as efficiently as possible, we ask that you raise the issue with the Head of Lettings.
2. This complaint will also be acknowledged within three working days and an investigation will be undertaken.
3. Following an investigation by the Head of Lettings, a formal written response will be sent to you within 15 working days via either post or email.
4. If you are not satisfied with the response provided by the Head of Lettings, we will pass your complaint to their line manager for further review. They will provide a formal written response within 15 working days via either post or email.
5. If you are still dissatisfied, you are entitled to refer this matter to the First-tier Tribunal (https://www.housingandpropertychamber.scot/)

Propertymark Client Money Protection scheme

ESPC (UK) Ltd is part of the Propertymark Client Money Protection scheme. Should a Propertymark Protected agent go into administration or misuse your rent, deposit or other funds, Propertymark will reimburse you whether you are a landlord or tenant. Further details on their conduct and membership rules can be found here. Please view our certification here. 

We are members of Money Shield, you can find out more information about them here. 

Scottish Letting Agent Register
ESPC (UK) Ltd - LARN1904080

ESPC Lettings are accredited with Landlord Accreditation Scotland.

ESPC Lettings are a member of Propertymark, a client money protection provider. Further details on their conduct and membership rules can be found here.