Complaints Handling Procedure (Scotland)
Version: 1.0
Applies to: Residential estate agency services provided by Bridges Properties (“we/us”) in Scotland
Effective date: January 2026
Owner: Morven McQueen. Head of Business
Step 1 – Our commitment
We aim to provide a high standard of service. If something goes wrong, we will:
- treat complaints fairly, promptly, and professionally
- investigate properly and keep you updated
- learn from outcomes to improve our service
Step 2 – What is a complaint?
A complaint is any expression of dissatisfaction (verbal or written) about our service, actions, or lack of action, where a response or resolution is expected.
Step 3 – How to make a complaint
Complaints may be made verbally or in writing.
You can complain in any of the following ways:
- Email: morven@bridges-properties.co.uk
- In writing: 15 Shairps Business Park, Houston Road, Livingston, EH54 5FD
- Telephone / in person: 01501 519 435 / Livingston Office.
To help us investigate quickly, please include:
- your name, address (if relevant), and contact details
- the property address (if relevant)
- a clear summary of what happened and what you would like us to do to put it right
- copies of any supporting documents (emails, letters, screenshots, etc.)
Step 4 – Representatives
If you appoint someone to act for you (e.g., a family member or solicitor), we will deal with them once we have your written authority.
Step 5 – Recording complaints
We record all verbal and written complaints at the time they are made, including dates, staff involved, and actions taken.
Complaint records are retained for at least 3 years and will be made available to The Property Ombudsman on request.
Our internal complaints stages (TPO-aligned)
Stage 1 – Investigation & initial written outcome
Who handles it: A designated complaint handler (or senior staff member) not directly involved in the transaction, where possible.
Acknowledgement:
- We acknowledge written complaints in writing within 3 working days.
Response timescale:
- We will send a formal written outcome within 15 working days of receiving the original complaint.
- If an extension is genuinely necessary (exceptional cases), we will explain why and keep you fully informed.
Our Stage 1 response will include:
- a summary of the complaint
- what we found (and any relevant evidence considered)
- our decision and reasons
- any remedy offered (if appropriate)
- how to escalate to Stage 2 if you remain dissatisfied
Stage 2 – Senior review (separate & detached)
If you are unhappy with Stage 1, you can request a further review.
Who handles it: A senior member of staff (or an independent manager) not directly involved in the matter, providing a separate and detached review.
Response timescale:
- We will provide the Stage 2 review outcome within 15 working days of your escalation request.
Final Viewpoint Letter (Deadlock letter)
After Stage 2 (or once our internal process is concluded), we will issue a Final Viewpoint Letter which:
- sets out our final position and any offer made
- explains how you can refer the complaint to The Property Ombudsman
- clearly states that referral to TPO must be made within 12 months of our final view
Important: We will not suggest or imply that paying any outstanding fees is a condition of having your complaint reviewed by TPO.
Referring your complaint to The Property Ombudsman (TPO)
You can refer your complaint to TPO if:
- you have received our Final Viewpoint Letter, or
- 8 weeks have passed since you first complained and you have not received a final response under our internal process
Bridges Properties is a member of The Property Ombudsman scheme and complies with the TPO Code of Practice for Residential Estate Agents.
You must refer the complaint to TPO within 12 months of our Final Viewpoint Letter.
TPO contact details (include in your final letter and on your website):
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Putting things right (remedies)
Where we find we have fallen short, we may offer remedies such as:
- an apology and explanation
- correcting an error (e.g., marketing info / communications)
- practical steps to put matters right
- a goodwill gesture or compensation where appropriate (in line with TPO approach)
Confidentiality & data protection
We handle complaints in accordance with UK GDPR and the Data Protection Act 2018. Information is used only for investigating and resolving the complaint, and for service improvement and quality monitoring purposes.
Learning from complaints
We log outcomes and any actions taken to prevent recurrence (training, process changes, auditing).
Accessibility
If you need this procedure in another format (large print / email / etc.) or need reasonable adjustments, please tell us and we will help.
