Our Factoring Service Complaints Procedure

At BS Properties, we work hard to meet our customers’ expectations and our own high standards. However, there may be occasions when issues arise that give cause for complaint. If you are not happy with any aspect of our Property Factoring Service, please let us know as soon as possible so we can do our best to resolve the issue quickly for you.

• Contact us by phone, by email or by post to BS Properties, 23 South Tay Street, Dundee, DD1 1NR to let us know the issue.
• We aim to resolve the matter quickly for you, but if that is not possible we will acknowledge your complaint, start our investigation into the matter and keep you updated as to when you can expect our full response.
• If you are not satisfied with our response, please let us know in writing the reasons why you consider we have not answered your complaint properly.
• The Operations Manager at BS Properties will then consider the issue and give a final response to you in writing within 21 days of receiving your letter.

If you are not happy with our final decision, you can raise the issue with the Homeowner Housing Panel at Europa Building, 450 Argyle Street, Glasgow G2 8LH, Tel: 0141 242 0175, Fax: 0141 242 0141. In line with the Property Factors (Scotland) Act 2011, the Panel has the authority to consider complaints against a property factor if the customer is not satisfied with the outcome of the factor’s internal complaints procedure.