We aim to provide a high standard of service. If something goes wrong, we want to know so we can put it right.
Please contact us in writing by email to info@primestaysedinburgh.co.uk (or call 0131 605 0925 and follow up in writing). Tell us your name and contact details, the property and booking concerned, what went wrong, and what you'd like us to do to put it right.
We will acknowledge your complaint within 3 working days, and give a full written response within 15 working days. If we need longer to investigate, we will tell you why and give a revised timescale.
If you are not satisfied with our Stage 1 response, ask us to review it. A senior member of Prime Stays will review your complaint afresh and respond within a further 15 working days.
If your complaint relates to our letting-agent services and remains unresolved, you may be able to refer it to the First-tier Tribunal for Scotland (Housing and Property Chamber), the body that considers complaints about registered letting agents in Scotland.
We treat every complaint seriously, fairly and in confidence. Raising a complaint will never affect how we deal with you, and we use complaints to improve our service.
Prime Stays · info@primestaysedinburgh.co.uk · 0131 605 0925 · primestaysedinburgh.co.uk