Complaints Policy

At JOR Property Ltd, we strive to provide excellent property maintenance services. We value our customers and take your concerns seriously. This policy outlines how you can make a complaint and how we will handle it, ensuring compliance with UK consumer protection laws, including the Consumer Rights Act 2015 and the Data Protection Act 2018.


How to Make a Complaint

If you are dissatisfied with any aspect of our services, please contact us as follows:


· Email: You can email us at [email protected].

· Phone: You can call our office at 01224 894964 between 9 AM and 5 PM, Monday to Friday.

· Post: You can write to us at JOR Property Ltd, 184-192 Market Street, Aberdeen, AB11 5PQ.

· In Person: Visit our office at the address above. We recommend scheduling an appointment to ensure that the appropriate staff member is available.


Our Complaints Handling Process


1. Acknowledgment of Your Complaint


· We will acknowledge receipt of your complaint within 3 working days.

· You will be informed of the person managing your complaint, their contact details, and the process we will follow.


2. Investigation


· Your complaint will be investigated impartially by reviewing the relevant facts, speaking with involved parties, and examining supporting documentation.

· We aim to resolve complaints within 15 working days. If the investigation takes longer, we will inform you of the reasons and the expected resolution date.


3. Resolution


· After investigating, we will provide you with a conclusion. This will include an explanation of our findings, any actions we have taken, and proposals to resolve your complaint.

· We will communicate this resolution to you in writing.


4. Escalation and Further Review


· If you are dissatisfied with the initial resolution, you can request that your complaint be reviewed by a senior manager.

· This request must be made within 10 working days after our initial resolution. We will aim to provide a final response within 10 working days of your request.


5. External Dispute Resolution

· If you remain unsatisfied after our internal processes, you may contact an independent external body such as a relevant ombudsman service or seek advice from the Citizens Advice Bureau.


Data Protection

We handle all personal information in accordance with the UK GDPR and the Data Protection Act 2018. Your personal data related to the complaint will be processed solely for the purpose of resolving the complaint.




This policy and all related procedures are accessible to all. Documents can be provided in alternative formats upon request.


Changes to Our Complaints Policy


We regularly review our policy to ensure compliance with legal standards and best practices. Any changes will be communicated through our website.


Contact Us


For any further inquiries about our complaints policy or if you need assistance in making a complaint, please do not hesitate to contact us using the methods listed above.