Complaints procedure

Last updated: 26 September 2026

We want every client, buyer, landlord and tenant to be happy with how we work. If something has gone wrong, please tell us. Most issues can be sorted out quickly with a conversation, and we'll always try to put things right.

How to complain

You can make a complaint in whichever way suits you. Complaints in writing (email or post) help us keep an accurate record.

• Email: contact@frogestateandletting.com (please put "Complaint" in the subject line)
• Post: Complaints, Frog Estate and Letting Ltd, 37 Viewforth, Edinburgh, EH10 4JE
• Phone: 0131 516 1372. If you complain by phone, we'll confirm the details back to you in writing.

Please include your name and contact details, the property address, what went wrong and when, and what you'd like us to do to put it right. Include copies of any relevant documents.

If you need us to communicate in a different way, for example because of a disability, please let us know and we'll make reasonable adjustments.

What happens next

Stage 1: Initial response

• We'll acknowledge your complaint in writing within 3 working days of receiving it.
• Steven Ng, our Director, will look into it, including reviewing your file and speaking to anyone involved.
• We'll send you a full written response within 15 working days of our acknowledgement, explaining what we found and what we'll do.

Stage 2: Review

• If you're not happy with our Stage 1 response, reply within 20 working days and ask for a review. Tell us which parts you disagree with and why.
• We'll take a fresh look at the whole complaint, including anything new you've sent us.
• We'll send you our final written response within 15 working days of your request.

If an investigation takes longer than expected, we'll tell you why and give you a new date. We'll keep a record of your complaint and how it was resolved.

If you're still unhappy

If you remain dissatisfied after our final response, or if 8 weeks have passed since you first complained and we haven't resolved it, you can take your complaint to an independent body. Which body depends on the service:

Lettings and property management in Scotland

Landlords and tenants can apply to the First-tier Tribunal for Scotland (Housing and Property Chamber) if they believe we have not complied with the Letting Agent Code of Practice. You must tell us in writing about the issue before applying.

• Website: housingandpropertychamber.scot
• Phone: 0141 302 5900

Property sales, and lettings in England

We are members of the Property Redress Scheme (membership number PRS060614), an independent redress scheme. You must give us up to 8 weeks to resolve your complaint first, and then contact the scheme within 12 months of your last communication with us about the issue.

• Website: propertyredress.co.uk
• Phone: 0333 321 9418

Your personal data

If your complaint is about how we've handled your personal information, you can also contact the Information Commissioner's Office. See our privacy policy for details.

Using our complaints procedure or a redress service doesn't affect your legal rights.