Complaints Procedure

1.0 Our approach to complaints

Altro Property Ltd is committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services so if something goes wrong or if you are dissatisfied with our services, we want you to tell us.

This complaints procedure explains how to make a complaint. It also tells you about what you can expect from us.

2.0 What is a complaint and what can and can’t I complain about?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us, or by a contractor or anyone else working on our behalf.

2.1 What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • treatment by or attitude of a member of staff
  • our failure to follow proper procedure.

Your complaint may involve more than one of our services or be about someone, including a contractor, working on our behalf.

2.2 What can’t I complain about?

There are some things we can’t deal with through our complaints procedure. These include:

  • a routine first-time request for a service, for example reporting a problem that needs to be repaired or initial action on anti social behaviour.
  • requests for compensation.
  • complaints that are not service-related but that instead are about your tenancy, such as a problem with a neighbour or antisocial behaviour.

3.0 Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. Our staff can also help you with your complaint, should you need assistance. For more information on external organisations and services that can help you make your complaint see section 6: Getting help to make your complaint.

4.0 How do I complain and how long do I have to make a complaint?

You can complain in writing to Altro Property at

13/1 Rocheid Park

Edinburgh

EH4 1RU

Or by email at callum@altroproperty.co.uk

It is easier for us to resolve complaints if you make them quickly and directly so we can try to resolve any problems on the spot. When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you want us to resolve the matter.


4.1 How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

  • the event you want to complain about, or
  • finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

5.0 Resolving complaints

Our aim is to resolve complaints as quickly as possible (while providing a satisfactory outcome) and we will tell you who is dealing with your complaint at the outset.

This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision in five working days or less, unless there are exceptional circumstances.

If we can’t resolve your complaint at this stage, we will explain why.

All correspondence relating to a complaint will be held for at least 5 years.

5.1 What if I’m still dissatisfied?

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can refer your complaint to the First Tier Tribunal for Scotland (Housing & Property Chamber). They can be contacted at:

Tribunals Centre

20 York St

Glasgow

G2 8GT

Tel: 0141 302 5900

The Tribunal cannot normally look at:

  • a complaint that has not completed our complaints procedure
  • events that happened, or that you became aware of, more than a year ago
  • a matter that has been or is being considered in court.

6.0 Getting help to make your complaint

We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance or Citizens Advice Bureau.

Scottish Independent Advocacy Alliance

Tel: 0131 260 5380 Fax: 0131 260 5381 Web: www.siaa.org.uk

Citizens Advice Scotland

Web: www.cas.org.uk Or check your phone book for your local bureau

Scroll to Top