Dealing with Customer Enquiries

Our dedicated factoring team are on hand to deal with our customers’ enquiries relating to matters arising from the day-to-day factoring of common property. 

Our teams can assist with the following:

Our team is regularly asked to provide assistance with matters arising of a private nature, including neighbour disputes and issues of an anti-social nature. 

Our experienced staff are able to assist our customers by directing them to the appropriate body or party in a position to assist them with these issues. However, we are unable to take action over such private matters which fall outwith our Factoring Services. 

To ensure our customers receive the highest level of customer service, we will try and deal with all telephone calls made to our office immediately, however where this is not possible, we endeavour to return telephone calls by the end of the next working day. Calls may be monitored for education and training purposes. 

Should our customers write to us, we endeavour to respond to all enquiries received in writing (including electronically) within 7 working days of receipt. However, if more time is required to respond, our customers will be notified within this period.