Complaints Procedure

McArthur Scott are Scotland’s leading independent agent and have been successfully selling and letting residential property for over 7 years. We take great pride in delivering a high level of customer service to both clients and customers and strive to deliver excellence in every field.

We are a registered member of The Property Ombudsman Scheme, upholding the Code of Practice for Residential Estate Agents in Scotland.

All staff will deal with normal day-to-day problems on a one to one basis and will strive to resolve any issues as soon as possible.

If you wish to raise a formal complaint, a written formal complaint should be submitted, together with any related documents and sent to:

Fiona McArthur
McArthur Scott Limited
11 John Street
Gourock
PA19 1PR

Email: move@mcarthurscott.com

We will acknowledge your complaint, in writing within 3 working days and a proper investigation will be undertaken. A formal written outcome or our investigation will be sent to you within 15 working days of receipt of the original complaint. Where possible, a senior member of staff or designated complaint handler not directly involved in the transaction will review the complaint. In exceptional cases, where we need to extend beyond this time limit we will inform you in writing at the earliest opportunity. We can email or write to you with the outcome of your complaint

After receiving the outcome of your complaint, if you remain dissatisfied, please reply to us via post or email and we will provide a separate review of the complaint undertaken by another stage member. The review response will be sent to you within 15 working days.

Following the conclusion of our investigation, a written statement of our final view including any offer made will be sent to you. At this point, if you are still dissatisfied you can refer the matter to The Property Ombudsman within 12 months of our final response.

The Property Ombudsman can be reached at www.tpos.co.uk, Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP or by calling 01722 333306