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 your electronic submission. Postal submission will take longer to process.
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.
A full copy of our complaints policy / procedure can be sent upon request.
Please Note: Your email will be received by the Chair of the PET board, the Housing director and the Housing team. These matters are taken seriously and for this reason the notification is shared all the way to the chair of the board.
