Complaints Procedure

Last updated: February 2026

We aim to provide the highest standards of service to every client. If something has gone wrong, we want to hear about it and put it right.

How to raise a complaint

In the first instance, please contact us by email at hello@hooseandkey.co.uk or by phone on 0141 459 0501, setting out the details of your complaint. We will acknowledge your complaint in writing within three working days.

How we handle it

We will investigate fully and fairly, and provide a written response within 15 working days of acknowledgement. If we need more time, we will let you know and explain why.

If you remain unhappy

If you are not satisfied with our final response, you can refer your complaint to the redress scheme we are a member of, The Property Redress Scheme, which provides independent review of unresolved complaints. Full details are available at theprs.co.uk.

Landlords and tenants can also contact the relevant regulator where appropriate. We are registered as a Letting Agent in Scotland (LARN 2512003) and hold Client Money Protection (CMP014744).