Formal complaints: Scotland complaints

This complaint form should be used to submit a formal complaint about a development located in Scotland. 

If you haven’t already contacted our Customer Excellence team, we recommend doing so before submitting a formal complaint, as many issues can be resolved more quickly and informally. The team can be contacted via our contact us page. 

Our complaints procedure is available to all homeowners in Scotland, and a full copy can be provided upon request. 

Stage 1. Your complaint

When submitting a formal complaint, please include your existing case reference number, if you have one, so we can investigate your concerns as efficiently as possible. 

We will:

• Acknowledge your complaint within 3 working days. 
• Carefully review the details you’ve provided 
• Send you a written response explaining our findings and any steps we can take to resolve the issue.   

We aim to respond within 10 working days of acknowledging your complaint. If we need more time, we will let you know. 

Stage 2. Complaint review

If you are not satisfied with our Stage 1 response, you can ask for your complaint to be reviewed by the senior complaints team.  

We will: 

• Reassess your complaint from start to finish 
• Provide a final written response explaining our decision and any proposed resolution.   

We aim to respond within 4 weeks of receiving your review request. If there are any delays, we will let you know. 

Stage 3. External review  

We always aim to resolve complaints directly with you. However, if we are unable to do so,  

you can request an independent review on how your complaint was handled by contacting the First-tier Tribunal for Scotland. 

You can contact the First-tier Tribunal for Scotland by post, email or phone:  

• Post: First-tier Tribunal for Scotland, Glasgow Tribunals Centre, 20 York Street, Glasgow, G2 8GT  
• Email: hpcadmin@scotcourtstribunals.gov.uk 
• Phone: 0141 302 5900