Getty Lettings Ltd and Getty Properties Complaints Procedure

We at Getty Properties are committed to providing a high-quality service to all our customer and clients. If however, something does go wrong, we need you to tell us about it. This will help us to improve our standards and processes.

If you have a complaint about our service/s, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:

Complaints Department

Getty Properties

5 Claypotts Terrace

Broughty Ferry

Dundee

DD5 1LD

(or use contact form below)

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it and advice you of the named contact who will be dealing with the complaint. All verbal and written complaints will be recorded by us at the time they are made. We will also agree to deal with any properly appointed representative of a Complainant. No charge will be made for handling a complaint.

Your named contact will then investigate your complaint, and send you a written reply detailing their suggestions for resolving the matter within 15 working days of receiving your complaint. You can view The Property Ombudsman's guidance on timescales by accessing their Code of Practice. (This Code does not replace the obligations set out in The Letting Agent Code of Practice (Scotland) Regulations 2016)

In the event that circumstances out-with our control prevent us from adhering to this timeframe e.g: –

• when the office is closed for public holidays;
• where adverse weather, sickness or emergencies has led to staff shortages;
• where we cannot respond in full without the input of a third party (e.g. landlord, tenant or, contractor ) who is not available or fails to respond within aforementioned timescales;
• where we cannot respond in full without visiting the rental property and the tenant is restricting access;
• where we cannot respond in full without the input of a key member of staff who is not available,

we will contact you if we are unable to respond within this timeframe and let you know when we aim to respond to you by. The Complainant will be kept fully informed and an explanation provided confirming reasons for delay.

Upon receipt of our response under Stage 2 process above, if you're still not satisfied, you can contact us again in writing, and our Managing Director will write to you within 15 working days of us receiving your request for a review, confirming our final position on your complaint and explaining the reasons.

You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: –

4th floor
1 Atlantic Quay
45 Robertson Street
Glasgow
G2 8JB
0141 3025900

https://www.housingandpropertychamber.scot

Getty Lettings Ltd is registered with the Scottish Letting Agent Register (registration number  LARN2605009) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at   Letting agent code of practice - gov.scot  and/or http://www.legislation.gov.uk/ssi/2016/133/schedule/made 

In accordance with the code, we will retain (in electronic or paper form) all correspondence about a complaint for five years.

You can also refer the matter to the Ombudsman, with any such referral by the Complainant having to be made within 12 months of our final view. You can make a complaint to the Property Ombudsman here.

You can go direct to to their website at  The Property Ombudsman or by the following options:-

By phone

Consumers: 01722 333306

Businesses: 01722 335458

The Property Ombudsman's phone lines are open Monday to Friday, 09:00 to 16:30 (excluding bank holidays). Their enquiries line will be closed between 09:00 and 09:30 on the 1st and 3rd Wednesday of every month for staff training. Changes to opening hours or technical issues with their customer service channels will be communicated on their homepage and/or social media channels

By post

The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL

Processing times for postal enquiries can take longer 

We agree to co-operate with any investigations by the Ombudsman being conducted, in accordance with the Ombudsman’s Terms of Reference, and will comply with any Tribunal request, to provide information about an application made to it from a landlord or tenant.