How To Make a Complaint
If you wish to make a complaint please download our Complaints Booklet below, complete it and send it to us as described within the booklet.
Factoring complaints – please follow the procedure as described in the booklet. However if your complaint does not come to a satisfactory conclusion by means of the stages described, we no longer direct you to the Homeowners Housing Panel (as stated in the booklet) as Factoring complaints are now dealt with by The First-tier Tribunal for Scotland, Housing and Property Chamber. New literature currently being designed will reflect this.
The First-tier Tribunal for Scotland, Housing and Property Chamber will try and resolve homeowners’ complaints about their factor. If the customer has exhausted the Associations complaints procedure by completing stage 2, the investigation stage, and is still dissatisfied, they should be referred to the First-tier Tribunal for Scotland, Housing and Property Chamber.
Before considering a complaint, the First-tier Tribunal for Scotland Housing and Property Chamber will expect the customer to advise them that the Association has refused to resolve their concerns or have unreasonably delayed attempting to resolve them.
Contact details for the First-tier Tribunal for Scotland, Housing and Property Chamber are:
If you have a complaint about financial advice provided to you by Maryhill Housing Association staff, you are entitled to complain to the Financial Services Ombudsman. You can contact the Ombudsman if you are unhappy with how we have dealt with your complaint or if we have not provided you with a full response within eight weeks.
For further information contact http://www.financial-ombudsman.org.uk/consumer/complaints.htm or telephone 0300 123 9 123. If you would like a copy of the Ombudsman Complaint leaflet, please let us know and we will send one out to you. Just call us on 0141 946 2466.