Complaints Procedure - Estate Agency Sales.
We want all our customers to be happy with our service. But we know we might not get everything right, every time. If you’re not happy and want to make a complaint, we have a full complaints procedure in place. We investigate all complaints in detail and impartially, and will do everything we can to get your issue sorted.
We’re also a member of The Property Redress Scheme (PRS) and follow their Code of Practice which can be found here:
If you make a complaint, you’ll get a written response from us within 3 working days. This will either be a full response, or we’ll let you know that we’re looking into it and will come back to you within 15 working days.
If you’re still not happy with our response, we have a second stage to our complaints process – and you can ask for your complaint and our response to be reviewed again, by a separate, independent team at Thistles Estate Agents.
The majority of issues will be resolved by this point, however, if you still have concerns after this second stage, you would then be free to contact The Property Redress Scheme (who will only investigate complaints that can’t be resolved by the company itself).
Complaints Procedure - Lettings and Property Management.
We are a member of The Property Redress Scheme (PRS) and we aim to provide the highest standards of service to our Residential Lettings and Property Management customers. At Thistles we value all of our customers and our intention is to meet all of your expectations.
In order to ensure that your interests are safeguarded we have put into place a complaints procedure in order to deal with any issues that may unfortunately arise. Our aim is to handle any problems or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint via your Lettings Agent, Lettings Coordinator or Property Manager. They will endeavour to resolve your complaint within 5 working days.
Stage 1 – Contact your Lettings Agent.
Should your complaint remain unresolved, you may refer it to complaints@thistlesestateagents.co.uk We request that you send a written summary of your complaint.
We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.
Stage 2 - Company Director
Should the concerns you raised still remain, or if you are dissatisfied with any aspect of our handling of your complaint, you may write to the Company Director:
complaints@thistlesestateagents.co.uk
Or via post:
159 King Street
Rather glen
Glasgow
G73 1BZ
We will acknowledge your complaint within 3 working days of receipt and will investigate the issues raised. We will undertake a review of your complaint, including how it has been handled to date, which may include further investigations into the background of your concerns.
Within 15 working days from receipt of your letter, the Company Director will set out in writing the findings and recommendations as a ‘final viewpoint’ on how it is believed your complaint can be resolved.
Stage 3 – The Property Redress Scheme
After you have received a response from the Company Director if you are not satisfied with the proposed resolution you may approach The Property Redress Scheme (PRS).
Details of how to do this are contained within the final view point letter alongside a link to the PRS consumer guide at www.theprs.co.uk Please note that if you do wish to contact PRS, you must do so within 12 months of the date of the final viewpoint letter.
It is also important to note that PRS will not consider your complaint until our internal complaints procedure has been exhausted.