We will record your complaint and ensure it is handled confidentially and efficiently.

We will ensure that your complaint is fully investigated within the timescales set out below.

We will respond fully to your complaint, in writing, detailing the findings of our investigation and any relevant action points taken.

Complaint Escalation Path


Complaint Handler

Response Times

Stage 1 - Internal

Dispute Resolution Team

Up to 10 working days

Stage 2 - Internal

Regional Manager

Up to 10 working days

Stage 3 - Internal

Operations Director

Up to 10 working days

Stage 4 - Internal

Senior Director

Up to 10 working days

Stage 5 - External Dispute Resolution Mechanism

Housing and Property Chamber, First Tier Tribunal for Scotland.

Please refer to Housing and Property Chamber guidance.

Useful Contact Details

Postal Address
RMG House
Essex Road
EN11 0DR

Email address: customerservice@rmgscotland.com
Telephone: 0345 002 4499