We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you are a Client (Seller, Buyer or mortgage), Landlord or Tenant of ours and you have a complaint about any of our services, 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:
Cox & Co
12 Castle Terrace, Edinburgh, EH1 2DP
Email: complaints@coxandco.co
Web: www.coxandco.co
On receipt of your complaint we will adhere to the procedure set out below. Please provide as much information as possible. The process should take no longer than 8 weeks.
Stage 1
We will acknowledge receipt of your complaint in writing within 3 working days of receiving it, giving you a named contact who will be dealing with the complaint.
Stage 2
Your named contact will then investigate your complaint and will send you a detailed written reply, including their suggestions for resolving the matter, within 15 working days of us receiving your complaint.
There may occasionally be circumstances out with our control which prevent us from adhering to this timeframe. These include: –
- when the office is closed for public holidays;
- where adverse weather or sickness has led to staff shortages;
- where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
- 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 by.
Stage 3
Upon receipt of our response under Stage 2 above, if you are still not satisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.
Stage 4
A senior manager 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 our reasons.
Stage 5
Should you remain dissatisfied, depending on what your complaint relates to, you have a number of options available to you for escalation.
For landlord and tenant clients where the complaint relates to the management of your property or tenancy and any matter directly relating to that, you may apply to The Property Ombudsman or First-tier Tribunal for Scotland (Housing & Property Chamber) if you believe 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 TPO, within 12 months from the date on the final response letter or if your complaint has not been addressed within eight weeks of acknowledgement, at:-
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
Email: Admin@tpos.co.uk
Web: https://www.tpos.co.uk/consumers/how-to-make-a-complaint
You can contact the Housing & Property Chamber, within 6 months of our final response at: –
Glasgow Tribunals Centre
20 York Street, 1 Atlantic Quay, Glasgow, G2 8GT
Tel: 0141 302 5900
Web: https://www.housingandpropertychamber.scot
Cox & Co is registered with the Scottish Letting Agent Register (registration number LARN2003008) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at 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.
Cox & Co is also a member of the Scottish Association of Landlords (SAL) and you may invoke their complaints procedure if you remain dissatisfied once stages 1-5 above have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact SAL at:-
Scottish Association of Landlords
Hopetoun Gate, 8b McDonald Road, Edinburgh, EH7 4LZ
Tel: 0131 564 0100
Email: info@scottishlandlords.com
Web: https://scottishlandlords.com/contact-us/
For Mortgage clients, you can contact the Financial Ombudsman Service (FOS) once you have received our final response letter.
You can contact FOS at:-
Financial Ombudsman Service
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: https://www.financial-ombudsman.org.uk/make-complaint
Our FCA Number is 762769, should this be required for taking your complaint further with the Financial Ombudsman Service.