ELC Sales and Lettings – Complaints Procedure

ELC Sales and Lettings is committed to providing the highest standards of customer service. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate the matter promptly, fairly and transparently. Our complaints procedure has been prepared in accordance with the requirements of The Property Ombudsman (TPO) and the Scottish Letting Agent Code of Practice.

How to Make a Complaint

Please submit your complaint in writing, providing as much detail as possible, including:
• Your full name and contact details.
• The property address (if applicable).
• A clear description of your complaint.
• Copies of any supporting documentation.
Complaints can be submitted by:
Email: mail@edinburghlettingcentre.com
Telephone: 0131 662 8035
Post:
ELC Sales and Lettings
51 Ratcliffe Terrace
Edinburgh
EH9 1SU

Initial Investigation

We will acknowledge your complaint within three working days of receiving it.
Your complaint will be investigated by an appropriate member of management. Where possible, this will be someone who has not been directly involved in the matter giving rise to the complaint.
We aim to provide you with a full written response within 15 working days.
If we require additional time due to the complexity of the complaint, we will explain why and advise when you can expect our response.

Management Review

If you remain dissatisfied following our initial response, you may request that the complaint is reviewed by a senior member of management who has had no previous involvement.
Following this review, we will issue our Final Viewpoint Letter, setting out:
• The outcome of our investigation.
• Any action we propose to take.
• Any offer made to resolve the complaint.
• Our reasons for reaching our decision.

Our entire internal complaints procedure will normally be completed within eight weeks of receiving your written complaint.

The Property Ombudsman

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if we have not completed our internal complaints procedure within eight weeks, you may refer your complaint to The Property Ombudsman.

Any referral should normally be made within 12 months of the date of our Final Viewpoint Letter.
Property Ombudsman Membership Number: T00684
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Website: https://www.tpos.co.uk

Scottish Letting Agent Registration

ELC Sales and Lettings is registered under the Scottish Letting Agent Register.
LARN: LARN1808007
Client Money Protection
ELC Sales and Lettings operates Client Money Protection in accordance with legal requirements.
Client Money Protection Provider: Propertymark CMP
A copy of our Client Money Protection Certificate should be available to download directly from the website.

Continuous Improvement

Every complaint is recorded, investigated and reviewed to identify opportunities to improve our service. We welcome customer feedback and use it to continually enhance the quality of service we provide.

ELC Sales and Lettings – Complaints Procedure

How to Make a Complaint

Initial Investigation

Management Review

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