Complaints Procedure

We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly.

Stage 1 – Informal resolution

Please contact us directly via your usual email or phone contact so we can attempt to resolve your complaint quickly. We aim to respond within 10 working days.

Stage 2 – Formal complaint

If the issue is not resolved, please submit a formal complaint in writing to complaints@myem.uk or write to the following address:

MY Estate Management Ltd

128 City Road

London

EC1V 2NX

We will acknowledge receipt within a reasonable timeframe and investigate fully. We aim to respond within 10 working days.

Stage 3 – Escalation

If you remain dissatisfied after our internal process, you may refer your complaint to our independent redress scheme, Property Redress Scheme (PRS). Details of their complaints procedure and form can be found on their website www.propertyredress.co.uk along with their Code of Practice and Terms of Reference. Alternatively, you can call them on 0333 321 9418, email them at info@propertyredress.co.uk or write to them at the following address:

Property Redress Scheme

Limelight

1st Floor

Studio 3

Elstree Way, Borehamwood

Hertfordshire

WD6 1JH

We fully comply with the requirements of our redress scheme.