Complaints Procedure

At *Unlock Property*, we are committed to providing a high standard of service to all our clients. However, if you feel we have not met your expectations or have a grievance, we take such matters very seriously. This document outlines our procedure for handling complaints to ensure they are resolved promptly and fairly.

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How to Make a Complaint

If you wish to make a complaint, you can do so in the following ways:

Scotland, UK

- By Email:

Email us at: contact@unlockproperty.co.uk

- By Phone:

Call us at: 07475723923 during business hours (Monday to Friday, 9:00 AM – 5:00 PM).

To help us address your complaint efficiently, please provide:

- Your full name and contact details.

- A clear description of your complaint.

- Any relevant documentation or evidence.

- Details of what you would like us to do to resolve the issue.

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Acknowledgment of Your Complaint

Upon receiving your complaint, we will:

1. Acknowledge your complaint within **3 working days**.

2. Assign a dedicated team member to investigate and resolve the matter.

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Investigation and Resolution

- We aim to provide a comprehensive response within **10 working days** of acknowledging your complaint. If the matter is complex and requires more time, we will keep you informed and provide an estimated resolution timeframe.

- During our investigation, we may:

- Review your case details and relevant documentation.

- Contact you for further information if necessary.

- Consult with any involved parties to clarify issues.

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Outcome

Once our investigation is complete, we will provide a written response, which will include:

- A summary of the issue raised.

- The findings of our investigation.

- Any actions we will take to address the issue.

- If applicable, steps to prevent similar issues in the future.

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If You Are Not Satisfied

If you are not satisfied with our response, you may:

- Request a further review of your complaint by escalating it to a senior manager.

- If the matter remains unresolved, you may contact the following external bodies:

The Property Ombudsman

You can escalate your complaint to The Property Ombudsman (TPO) if your grievance is not resolved to your satisfaction. TPO provides an independent and impartial review of disputes.

- Website: [www.tpos.co.uk](http://www.tpos.co.uk)

- Phone: 01722 333306

- Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Advice in Scotland

If you need guidance, you may also contact:

- **Citizens Advice Scotland**: [www.cas.org.uk](http://www.cas.org.uk)

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Record-Keeping

We will keep a record of your complaint and all associated communications for a minimum of **6 years** in compliance with UK GDPR and Data Protection Act 2018. This ensures transparency and accountability in handling complaints.

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Thank you for bringing your concerns to our attention. We value your feedback and are committed to improving our service wherever possible. Should you have any questions about this procedure, please contact us using the details above.