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 (by email or post) so that a full record can be maintained. If your complaint is initially received by telephone, we may ask you to confirm it in writing before we begin our investigation. Please provide as much detail as possible, including:
• Your full name and contact details.
• The property address (if applicable).
• A clear description of your complaint.
• Please include copies of any relevant correspondence, tenancy agreements, photographs, invoices or any other evidence that supports your complaint.
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
Management Review
If you remain dissatisfied after receiving our Final Viewpoint Letter, or if eight weeks have elapsed since your complaint was first made and we have not resolved the matter, you may refer your complaint to The Property Ombudsman. The Property Ombudsman is an independent redress scheme approved by the UK Government. Any referral should normally be made within 12 months of the date of our Final Viewpoint Letter.
Following this review, we will issue our Final Viewpoint Letter, setting out:
• Any action we propose to take.
• Any offer made to resolve the complaint.
• Our reasons for reaching our decision.
If eight weeks have elapsed since your complaint was first made and we have been unable to resolve the matter, 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 Contact Details :
Please ensure the following details are included:
The Property Ombudsman Membership Number: T00684
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333306
Website: https://www.tpos.co.uk
Scottish Letting Agent Register.
LARN: LARN1808007
Client Money Protection
ELC Sales and Lettings operates Client Money Protection in accordance with legal requirements.
A copy of our Client Money Protection Certificate should be available to download directly from the website.
