Complaint Handling Procedure

Whilst all MQ divisions operate in a professional way and endeavor to provide the highest standards, it is possible that you may be unhappy with how we deal with a particular situation. We have a standard procedure for handling complaints as follows:-

Making an initial complaint

In the first instance your complaint must be directed in writing to our complaints Officer, who has an honest and sincere desire to resolve your complaint as soon as possible and should respond within ten working days.

Making a formal complaint

If for whatever reason you remain dissatisfied then you should:

Write to us:

FAO The Complaints Officer
148 West Regent Street
GLASGOW
G2 2RQ

or E-mail us at
customerservice@mqestateagents.co.uk

Please provide full written details of your complaint and copies of any supporting evidence. The Complaints Officer, will investigate your complaint further.

Receiving your complaint

We will acknowledge the receipt of this written complaint within three working days and explain our process for resolving it.

Resolving your complaint

We will then investigate your written complaint as soon as possible and write to you as soon as we have completed our investigation. This process should take approximately 15 days.
In our letter (the final viewpoint letter) we will explain:

  • The outcome of our investigation.
  • What we will do to put things right if we have made a mistake.

Ombudsman Review

If you are still unhappy after receiving our letter responding to your complaint, you have the option to take your complaint to the Property Ombudsman within six months of the date of the responding letter.

The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints process. Further details of the Property Ombudsman are available at www.tpos.co.uk


MQ Estate Agents is a member of The Property Ombudsman, Scottish Landlord Association, National Landlord Association and Safe Deposits Scotland which is full endorsed and complies with the Tenancy Deposit Scheme. 

Being a member of these organisations ensures MQ Estate Agents provides Sellers, buyers, landlords and tenants with an assurance that they will receive the highest level of customer service.


Property Regulator Property Ombusman Letting

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