Factoring services - complaints

We are committed to providing a high-quality service for our owners, and when we fall short, we want you to let us know. We value complaints and use information from them to help us improve our services.

Below you can find a summary of our procedure for dealing with complaints, alongside espected timescales. You can also find more information about who to contact if you would like to make a complaint. 

Complaints Procedure 

You can read our full complaints procedure in the PDF here. But please find a summary below:

  • Stage 1: We will aim to resolve your complaint as quickly as possible, and always within 5 working days.

  • Stage 2: When a complaint needs a more thorough investigation, it will be escalated to Stage 2 of our procedure. We aim to resolve a Stage 2 complaint within 20 days. 

  • Stage 3 (escalation):  If you are not satisfied with our response, you can then take your complaint to the First-tier Tribunal for Scotland (Housing and Property Chamber). An application to the Tribunal must be in writing. An application form can be downloaded from their website www.housingandpropertychamber.scot or requested from the Tribunal office. 

Please be aware that you cannot escalate a complaint to the Housing and Property Chamber until you have progressed through stage 1 and stage 2 of our in-house complaints procedure. 

Make a complaint

The best way to make a complaint is in writing via email, to be sure all your details are recorded. You can email the Factoring team on Factoring.Mailbox@westscot.co.uk. If you would prefer to talk to someone, you can call us on 0141 550 5612. If you would like to send a complaint via post, please address it to c/o Factoring team, West of Scotland Housing Association, Camlachie House, 40 Barrowfield Drive, G40 3QH.