Complaints Procedure

Complaints Procedure

We Are Here to Help

At My-Estate, we are committed to providing a professional and high standard of service to all our customers, landlords, tenants, buyers and sellers. We understand that, on occasion, things may not go as expected.

If you are dissatisfied with any aspect of our service, we encourage you to let us know. We take every complaint seriously and will investigate it fairly, thoroughly and as quickly as possible. Your feedback also helps us improve the service we provide.

How to Make a Complaint

To help us investigate your concerns efficiently, please provide:

• Your full name and contact details.
• The property address (if applicable).
• A clear description of your complaint.
• Any relevant dates, documents or correspondence.
• The outcome you are seeking.

Please submit your complaint by email: Luton@my-estate.co.uk

Our Complaints Process

Stage 1 - Acknowledgement

Once we receive your complaint, we will acknowledge it in writing within 5 working days.

Your complaint will be assigned to a senior member of our management team who has not been directly involved in the matter wherever possible.

Stage 2 - Investigation

We will carry out a full and impartial investigation, reviewing all relevant documentation and speaking with the members of staff involved.

We aim to provide you with a full written response within 15 working days of acknowledging your complaint.

If our investigation requires additional time, we will keep you informed of the reason for the delay and provide an updated timescale.

Stage 3 - Final Response

Once our investigation is complete, you will receive a written Final Response which will include:

• Our findings.
• Any action we have taken or propose to take.
• Whether your complaint has been upheld, partially upheld or not upheld.
• Details of any further steps available to you.

We aim to issue our Final Response within 8 weeks of receiving your complaint.

If You Remain Dissatisfied

If, after receiving our Final Response, you remain dissatisfied, you may be entitled to refer your complaint to our independent redress scheme.

Details of our redress scheme are available upon request or can be found below:

Redress Scheme: The Property Ombudsman / Property Redress Scheme

Please note that the redress scheme may require you to wait until our internal complaints procedure has been completed before they will consider your complaint.

Our Commitment

We will always:

• Treat every complaint fairly and respectfully.
• Investigate matters objectively and confidentially.
• Keep you informed throughout the process.
• Learn from complaints to continually improve our service.

We appreciate the opportunity to resolve any concerns and thank you for bringing them to our attention.