Complaints Handling Procedure


Highland Rural takes complaints very seriously. We always strive to provide excellent standards of service to all who deal with us, and will investigate where and why if this does not happen. If you are unhappy with our services, then please let us know. We want to understand what has gone wrong and work with you towards a solution as quickly and effectively as possible. Our complaints procedure is outlined below.

What and who is covered by this procedure

This procedure covers complaints about the way Highland Rural has provided a service, behaved, or made a decision. This procedure does not cover complaints from Highland Rural employees who should refer to the appropriate grievance procedure within their employment contracts. Further information is also available from:

Talking to your employer about a problem – Citizens Advice Scotland

Continuous improvement

We want to make sure that we can provide the best service possible. Your feedback regarding this is important to us, as it allows us to continue to learn and develop our products and services. If you have comments and suggestions about how we can improve our services to you, then please email us your feedback:

Stage 1 – First contact

The first step in this process is to tell us about the issues you have experienced. If you have spoken to us about your complaint, please put the details of your complaint in writing.  We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.  Please include full details of your complaint and your preferred contact details.  We will acknowledge a complaint within five working days and provide a full response to you within fifteen working days.

Please send your written complaint to:

Pippa Cliff

Highland Rural


Baillechaul Road


IV15 9TP

Tel: 07842 725601


When you get in touch with us, we will aim to resolve your complaint at the first point of contact. If further investigation is required, you will be assigned a member of the team who will be your point of reference until the matter is resolved. You will be provided with a case reference number which will allow us to record the issues you have experienced. Your assigned contact will keep you regularly updated on the progress of your complaint until the matter is resolved.

Stage 2 – Referral to The Property Ombudsman

If you are not satisfied with our response at this point and we have confirmed that there is nothing more we can do we will issue you with a deadlock letter. You may then refer the matter to The Property Ombudsman, whose scheme we are a member of.

More information can be found by following this link:

How to make a Complaint (

Contact details for The Property Ombudsman are as follows:

Phone: 01722 333 306

By post:  Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

By email:

Abusive or persistent behaviour

We will not tolerate any abusive behaviour towards any member of Highland Rural staff. Should any evidence of abusive behaviour be recorded, we reserve the right to restrict contact with Highland Rural staff and in the most severe cases, decline to proceed with any investigations until such behaviour ceases.

Likewise, persistent complaints that have already been through the complaint handling process will be disregarded if we feel that we have taken the matter as far as we are reasonably able.