Last updated: July 2025
Property Angels are committed to providing a professional service to all our landlords and tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
How to Make a Complaint
If you have a complaint, please put it in writing, including as much detail as possible.
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Property Angels
14 Main Street
Bothwell, G71 8RF
Email: info@property-angels.biz
Alternative Options:
- Fill in a complaints form: Complaint Form
Our Response Process
Property Angels will respond in line with the time frames set out below. If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
What will happen next?
Acknowledgment (3 working days)
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.Investigation (15 working days)
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.Review (15 working days)
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
External Review Options
First-tier Tribunal for Scotland (Housing & Property Chamber)
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Contact Details:
4th floor, 1 Atlantic Quay
45 Robertson Street
Glasgow, G2 8JB
Telephone: 0141 3025900
Website: https://www.housingandpropertychamber.scot
Scottish Letting Agent Register
Property Angels is registered with the Scottish Letting Agent Register (registration number TBC) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at https://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code, we will retain (in electronic or paper form) all correspondence about a complaint for five years.
Council of Letting Agents
Property Angels is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
The Property Ombudsman
Property Angels is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Contact Details:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333 306
Website: https://www.tpos.co.uk
Important Notes
Time Limit: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
In-House Procedure First: The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Contact Information
For any questions about this complaints policy or to submit a complaint:
Property Angels
14 Main Street, Bothwell, G71 8RF
Email: info@property-angels.biz
Phone: 01698 852237