Complaints Procedure

We are only permitted to deal with and discuss the complaint with the complainant and / or the properly appointed representative of the complainant.

Stage 1 – Informal resolution

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that they have a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within three working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to your existing contact within MY Estate Management Ltd, or info@myem.uk.

Stage 2 – Formal complaint

If you are not satisfied with the initial response to the complaint then you can write to complaints@myem.uk and ask for your complaint and the response to be reviewed. You can expect acknowledgement of your request within four working days of receipt and a response within 15 working days.

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to investigate fully. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

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

A referral to our redress scheme must be made within 12 months of our final view statement.

You can seek financial redress by commencing a money claim procedure at https://www.moneyclaim.gov.uk/web/mcol/welcome