Customer Support

FAQs

Complaints

We have a Complaints Procedure to deal with situations where customers may be dissatisfied with our service. We welcome the opportunity to address your complaints and you can contact us by email, by post, over the phone, or in person at our office.

Complaints will be dealt with as quickly as possible, handled fairly and sensitively and fully investigated.
a) We aim to resolve your complaint at the first point of contact and our staff will always check that you are happy with the outcome.
b) If we cannot resolve your complaint informally or you are unhappy with our response, we will refer your complaint to a manager who will investigate further and reply to you.
c) If you are dis-satisfied with the response you should write to the Director of Apex Property Factor Ltd who will review your complaint and inform you of the conclusion of this review.

Refused complaints

If we have refused to resolve your complaint, or have unreasonably delayed attempting to resolve the problems, you may have a right to apply to the 'First-tier Tribunal for Scotland (Housing and Property Chamber)' for a determination on whether we have failed to carry out our duties or failed to comply with the 'Code of Conduct'.
First-tier Tribunal for Scotland (Housing and Property Chamber) can be contacted at; - First-tier Tribunal for Scotland (Housing and Property Chamber

Glasgow Tribunals Centre

Glasgow Tribunals Centre, 20 York St, Glasgow, G2 8GT
Tel: 0141 242 0175
Fax: 0141 242 0141
Email: HPCAdmin@scotcourtstribunals.gov.uk

Refunds are discretionary depending on the circumstances.