We value all complaints as we believe it helps us find ways to improve our service delivery.
Our Complaints Handling Procedure has been developed by the Scottish Public Services Ombudsman (SPSO).
Sometimes things just don’t go to plan and where this happens, we would encourage you to complain.
If you are unhappy with the service delivery we appreciate that you would expect us to:
• apologise if we’ve let you down
• listen to you
• deal with your issue quickly and effectively.
If you wish to tell us about a complaint, please complete the form on this page. Please do not hesitate to contact us if you need any help or further information.
We aim to respond to Stage 1 complaints within 5 working days and Stage 2 complaints within 20 working days.
You can read more about how we will process your complaint in our Complaints Procedure.
You can also see how we are performance throughout the year by viewing our Quarterly Newsletters.
We also publish our performance separately on the website.
Ways you can Complain
You can contact us by post, e-mail, telephone or in person at any of our offices.
You can also use our complaints form.
The Unacceptable Actions Policy supports the MCHP and sets out the Association’s approach to the relatively few customers whose actions or behaviour we consider unacceptable.
Complaints about Factoring
Complaints about Care Service
All other Complaints
The SPSO does not normally look at complaints about our factoring service, complaints from shared owners or complaints about private residential tenancies.
These complaints can be considered by the First Tier Tribunal for Scotland (Housing and Property Chamber). We must still signpost these complaints to the SPSO, as there may be some aspects of the complaint that the SPSO can consider (for example, if the customer is dissatisfied with how we have handled their complaint, or if a private owner is impacted by the actions of the organisation). However, we should also notify the customer of their right to approach the Tribunal if they are dissatisfied with our response to these kinds of complaint.
You can contact them at:
Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Telephone: 0141 302 5900
Fax: 0141 302 5901
If your complaint relates to a care service we provide, you can choose whether to complain to us or the Care Inspectorate. You can find out more about their complaints procedure, or make a complaint, by contacting them.
The Care Inspectorate has several offices around Scotland.
After we have fully investigated your complaint, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Publci Services Ombudsman (SPSO) to look at it.
SPSO cannot normally look at:
- A complaint that has not completed our complaints procedure
- Events that happened or that you became aware of, more than a year ago
- A matter that has been or is being considered in court
You can contact the SPSO:
Freepost SPSO (no need for a stamp) or
99 McDonald Road,
Significant Performance Failures
If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative, or if you are a council tenant, you can report a significant performance failure (SPF) to the Scottish Housing Regulator (SHR).
A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report an SPF to them.
Please download the SHR’s Leaflet ‘Significant Performance Failures – information for tenants of social landlords’ to find out how to report a SPF. You can also download the SHR's Complaints Leaflet on how SHR expects landlords to handle complaints that are not considered significant performance failures.