Complaints Handling Procedure

Guild Homes (Tayside) Ltd aim to offer the best possible service but there may be occasions where you feel it is necessary to report a formal complaint. If so we will endeavour to answer your complaint quickly and to your satisfaction. If you are still not happy with our response then you can take your complaint further via our complaints handling procedure.

In the first instance please address complaints to:

info@guild-homes.co.uk or 01307 460011

Your complaint will be distributed to the appropriate member of staff and dealt with via a response within 10 working days.
If you are still unhappy with the response, please write formally to the Asset Manager or Managing Director. Contact details are:

Hannah Matthew (01307 460011) hannah@guild-homes.co.uk
Mark Guild (01307 460011) info@guild-homes.co.uk

Procedure

The Formal Complaints Handling Procedure Process is outlined below:

Write to the Asset Manager who will aim to acknowledge receipt of your complaint within 5 working days and provide a detailed response to address your concerns within 10 working days.
If you are dissatisfied with the response you can write to the Managing Director who will aim to respond within 10 working days.
In the event that you remain dissatisfied with the response you may refer it directly to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both) as appropriate after 56 calendar days have passed since you first raised the complaint and no later than 12 months from receipt of Guild Homes final response.

Using this Complaints Procedure or the Independent Dispute Resolution Scheme does not affect the your normal legal rights.

As provider of a quality service Guild Homes (Tayside) Ltd will endeavour to engage with and resolve all complaints to the best of their ability as and when they arise.