Complaints Procedure

Last updated: 21 October 2026

Please Follow This Process:

Stage 1

In the first instance if you are dissatisfied for any reason we would ask that you raise your concerns with the person you are dealing with verbally.

Stage 2

If your concern or complaint is not resolved to your full satisfaction we would ask you to email the full details of your complaint to the Office Manager using the email complaints@infinitiproperties.com

Stage 3

The Office Manager will respond within 24 hours acknowledging your complaint.

Stage 4

We aim to resolve complaints within 72 hours, however if the circumstances are complex or require input from others we will advise you of this, in any case the Office Manager will provide a full response within 7 days of receipt of your complaint.

Stage 5

If you are not satisfied with the response or outcome provided by the Office Manager you can write to the Director of the company at: Company Director, Infiniti Properties Management Ltd, 2G, Ingram House, 227 Ingram Street, Glasgow, G1 1DA (please mark your letter as strictly private & confidential).

Stage 6

The Director will acknowledge your letter within 24 hours and aim to resolve the matter within 72 hours, however please allow for a period of 7 days. You will be sent a final written statement detailing the company’s position; including details of any compensation offer.

Complaints About Contractors and Third Parties

If your complaint is about a contractor or other third party we have instructed on your behalf, raise it with us in the same way. We will take it up with them, keep you informed and reply within the timescales above.

Membership Bodies, Dispute Resolution and Other Regulators

Infiniti is a member of the Scottish Association of Landlords (SAL). SAL does not run a complaints service for the landlords or tenants of its member agents, so the procedure on this page applies. We do not currently offer an independent alternative dispute resolution service, and no regulatory body other than the Scottish Letting Agent Register (LARN1903063) covers our letting work. There is no charge for making a complaint.

First-tier Tribunal

If you think we have broken the Letting Agent Code of Practice and you remain dissatisfied once our complaints process has been exhausted, or if we have not dealt with your complaint within a reasonable time, you can apply to the First-tier Tribunal for Scotland (Housing and Property Chamber). This applies to current and former landlords and tenants. Before you apply, you need to tell us in writing what you think we’ve done wrong and give us a reasonable time to put it right. You can find out how by visiting https://www.housingandpropertychamber.scot/apply-tribunal or calling 0141 302 5900 or writing to them at Housing & Property Chamber, First-tier Tribunal for Scotland, Glasgow Tribunals Centre, 20 York Street, Glasgow G2 8GT