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Complaints procedure

Cailean Property complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Please follow this process

To ensure a complaint receives a prompt response, we have structured our complaint procedure to two stages

Stage 1

Speak to your Negotiator or Manager

In order that your concerns are addressed as efficiently as possible we ask that you first raise the issues verbally with the Negotiator Manager of the Cailean Property office concerned  

Your complaint will be acknowledged within 14 working days of receipt. We may require more detailed information from you

A formal written outcome of the investigation will be sent to your home address by registered post within 28 days of receipt of the full information we require to understand your complaint fully.   

Stage 2

Write to the Director of Customer Services and Compliance Cailean Property Complaints must be in Writing

Director of Customer Services and Compliance
Po Box 7318
PH1 3Wt

The Complaint will be acknowledged within 14 working days of receipt. A formal written response will be sent by Cailean Property to you within 28 days

Following the Director of Customer Services and Compliances investigation, a written statement expressing Cailean Property’s final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within 12 months of the review.  

Stage 3

If Complaint is unresolved

Refer the matter to the Property Ombudsman

To understand in more detail how the Property Ombudsman service works please visit their Website