01355 302061

Email: info@be-homegroup.co.uk

Complaints Handling Procedure

Be-Factored are dedicated to offering a professional, fair and efficient customer service package at all times. If you unfortunately need to register an official complaint, we have put in place the mechanisms to resolve the majority of complaints swiftly.

Who should you contact?

We would like to resolve all issues with either a face to face discussion or telephone conversation. If this is not possible, please put your concerns in writing to:

Customer Service Team
2a North Kirklands |Eaglesham Road |Glasgow | G76 0NT
e-mail: info@be-homegroup.co.uk

Once we receive our complaint this will be logged on our company complaints tracker by our Customer Service Team. The complaint will be given a unique reference number and an acknowledgement letter sent advising that the Property Manager accountable for the management of your development will investigate and respond within twenty one business days. The acknowledgement letter will quote your unique reference number.
A response will be sent by the Property Manger within twenty one business days, if you are dissatisfied with the response a letter should be sent addressed to the Managing Director.

This will again be logged on our complaints tracker and an acknowledgement letter sent advising that your complaint will be investigated and a full response will be received from the Managing Director within ten business days.

If you still remain dissatisfied having followed our internal complaints procedure you can make an application to the Homeowners Panel. There address is: Home Owners Housing Panel, Europa Building
450 Argyle Street, Glasgow G2 8LH.

No application can be made to the Housing Panel unless notification has been given to us in writing detailing why you consider there to be a breach in our responsibilities as a Managing Agent. Your unique reference number should be on all correspondence.