Contact Cairn

We are committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services. If something goes wrong or you are not happy with the service we provide, please let us know.

Please tell us if:

• there is a delay in responding to your enquiries and requests
• we fail to provide a service
• you are dissatisfied with one of our policies
• you feel a member of staff has treated you unfairly or you have been discriminated against
• we fail to follow proper procedure

If you would like to make a complaint you can call us, write to us, fill out our online form or log in to My Cairn. Once we have received your complaint we aim to respond within five working days.

If you are not satisfied with our response you can ask us to look at it again. This means we will carry out a detailed investigation into your complaint and will have 20 working days to do so.

If you are still dissatisfied with our response or the way we handled your complaint you have the option to go to the Scottish Public Services Ombudsman (SPSO). You can contact them by emailing ask@spso.uk or calling 0800 377 7330.

If you are a Cairn tenant you can report a significant performance failure to the Scottish Housing Regulator. For more information on how to make a report, and what constitutes a significant performance failure, please refer to the guidance from the regulator.