Make a complaint
Are you a Harbour tenant?
If you are a tenant with Harbour Homes or Harbour Lettings, please direct your message to them instead.
Harbour Multi-Trades Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. Ways in which we can continue to improve our service is by listening and responding to the views of our clients, by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
- Making a compliment or complaint is as easy as possible
- We welcome compliments, feedback, and suggestions
- We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
- We deal with it promptly, politely and, when appropriate, confidentially
- We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
- We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and, wherever possible, resolved to the complainant’s satisfaction.
The complaint and the identity of the parties involved will be kept confidential unless it is not possible to do so due to exceptional circumstances, which will be evaluated on a case-by-case basis. If confidentiality cannot be maintained, the complainant will be informed.
How to make a complaint
Email multi-trades@harbour.scot with the details of your complaint. Please try to include as much information as possible.