Park Ecovillage Trust Complaints Procedure
We are committed to providing a high-quality service to all tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint about our service, or about the service of a third party who we have instructed to provide goods or services in relation to a property occupied by you e.g. a contractor, please write down the details of your complaint and send it to:
Park Ecovillage Trust
254 Pineridge
The Park
Findhorn
IV36 3TB
On receipt of your complaint we will adhere to the following procedure:
Stage 1
We will acknowledge receipt of your complaint in writing within 7 working days of receiving it.
Stage 2
We will then investigate your complaint and will send you a detailed written reply, including our suggestions for resolving the matter, within 10 working days of us receiving your complaint.
There may occasionally be circumstances outwith our control which prevent us from adhering to this timeframe. These include:
- where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available.
- where we cannot respond in full without visiting the rental property.
We will contact you if we are unable to respond within this timeframe and let you know when we aim to respond by.
Stage 3
Park Ecovillage Trust is also a member of the Scottish Association of Landlords, www.scottishlandlords.com, and you may invoke their complaints procedure if you remain dissatisfied once stages 1-2 above have been exhausted, or if we do not process your complaint within a reasonable timescale.
