Weslo Property Management is committed to engaging with all the communities in which it operates. We strive to provide the highest levels of service delivery and as such are committed to achieving the highest level of customer care. We value your feedback and would love to hear from you.
We have a Customer Care Policy and we endeavour where possible to acknowledge all correspondence on the day it is received and provide a full detailed response within 14 days. All communication will use language that is simple and clear to ensure we have effective channels of communication with our customers.
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Quick Guide to Our Complaints Procedure
We have a two-stage complaints procedure and we will always try to deal with your complaint quickly. If it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
STAGE 1: Frontline Resolution
We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider it. We will tell you how to do this when we send you our final decision.
STAGE 2: Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at stage 1. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation.
We will acknowledge your complaint within three working days and give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
How you can make a complaint
In person or in writing to:
By email at: propertymanagement@weslohm.co.uk
By downloading our Complaint Form, completing, and e-mailing or posting to us.
Everyone responsible for using data has to follow strict rules called ‘data protection principles’. Weslo follow these principles to ensure all information is:
Should you wish to request information from ourselves, or would like further information on data protection, and your rights, then please click and download the appropriate document from the undernoted links: