Complaints Procedure & Redress Scheme

As a firm accredited by the National Approved Letting Scheme (NALS) http://www.nalscheme.co.uk/ and a member of The Property Ombudsmans Scheme https://www.tpos.co.uk/, Horan Properties Ltd trading as Belvoir Dundee aims to provide the highest standard of service to all Landlords and Tenants and give an ultimate assurance that any grievance you have concerning such service is immediately addressed.

If you believe you have, or may have, a grievance with our service or standard of practice or working procedures, please write in the first instance to the Branch Manager Mrs S Hay at the address or email below: 

Belovir Dundee

33 Union Street

Dundee

DD1 4BS

Shona.hay@belvoirlettings.com

 

Your correspondence should be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and replied to within 7 working days of receipt. If we require longer than this timescale we will advise you in writing and confirm our revised response date

Should your grievance not be resolved to your satisfaction following internal investigation, you should address the matter to the company director:

Mr N Horan at nick.horan@belvoirlettings.com

If we are unable to resolve any dispute, you can refer the matter to The Property Ombudsman https://www.tpos.co.uk/ who are an independent organisation, either online or at The Property Ombudsman Limited, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Note that there is a 12 month time limit in providing The Ombudsman with your complaint which starts from the date the ‘Final Viewpoint Letter’ you receive is dated).

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