Compliments and Complaints

Given the current situation with managing the impact of the coronavirus we are seeking your co-operation and consideration and ask that you exercise patience and understanding in case our services fall below expectations or responses to complaints are extended.

We will communicate with you to keep you updated.

We appreciate that this is a challenging time for customers and colleagues whilst we continue to focus on delivering the essential services and providing services to our most vulnerable customers.

We're interested in what you think and we want you to be happy with our service.


We value complaints and use information from them to learn lessons and improve our services. You can complain in person to our staff and at any of our offices by phone, in writing, email or by completing this form.

In response to the Scottish Public Services Ombudsman's review of complaint handling we have fully adopted their Model Complaint Handling Procedure for Registered Social Landlords. Castle Rock Edinvar are deemed fully compliant with that model.

We cannot normally investigate complaints which took place 12 months after the event you are complaining about. If you believe your complaint falls into this category, but should be investigated please contact us and tell us why.

We aim to resolve complaints quickly and we call this frontline resolution or Stage 1. We might be able to resolve your complaint immediately and if not we will aim to reach a resolution with you within 5 working days of us receiving the complaint.

If you are not satisfied with the resolution you can take your complaint to Investigation or Stage 2 where it will be thoroughly investigated and responded to within 20 working days. This response will be approved by one of the Directors and is the final stage of our complaints procedure. If complaints are complex they may skip stage 1 and go straight to Stage 2.

If, after the investigation, you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.


Other ways to get in touch

Write: Head Office, 1 Hay Avenue, Edinburgh, EH16 4RW.

Call: 0131 657 0600.


Visit: your local office.

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