Complaints

If you have a complaint...
Connell & McFadden is committed to providing excellent customer service. We strive to ensure our service meets your expectations, however, if you’re not satisfied with the service level we provide we want to know so we can rectify this and make sure it doesn’t happen again.

What we’ll do to make sure things go right...
If you have an issue, complaint or a problem with any aspect of our services please let us know and we’ll try to put it right. Your complaint will be dealt with by one of our Directors who has not been involved and is independent to the situation the complaint relates to. They will acknowledge your complaint within 24 hours of receipt and will aim to resolve your complaint within eight weeks.

If we can’t find a solution together...
Connell & McFadden Property Lettings is a members of the Landlord Accreditation Service and the Property Redress Scheme. If you’re not satisfied with our response you can contact them. They are free services where an independent review of your complaint will be made, but as we are committed to resolving your complaints quickly and simply, we hope that you never need to use this service.

Contacting us
To talk to someone about solving a problem or complaint that you may have, simply contact us:

Call us on: 0131 478 2148

Write to us:
Connell & McFadden
16 Roseburn Terrace
Edinburgh
EH12 6AW

Property Lettings: info@connellmcfadden.com

Contacting the Landlord Accreditation Service
If you’re unhappy with how we have resolved your compliant, you can contact the Landlord Accreditation Service.

Call:  0131 553 2211

Write to:   
Hopetoun Gate
8B McDonald Road
Edinburgh, EH7 4LZ

Email: info@landlordaccreditationscotland.com

For more information visit Landlord Accreditation Service website.

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Contacting the Property Redress Scheme
If you’re unhappy with how we have resolved your compliant, you can contact the Property Redress Scheme.

Write to:   
The Preoperty Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Email: info@theprs.co.uk 

For more information visit the Property Redress Scheme website.

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