At Mi Home Estate Agents, we are committed to providing a high-quality service to all our clients. However, if something goes wrong, we need you to let us know. This helps us to resolve any issues and improve our standards.

If you have a complaint, please put it in writing and include as much detail as possible. We will then respond in line with the timeframes set out below.

If you feel we have not sought to address your complaint within eight weeks, or you remain dissatisfied once our internal complaints process has been completed, you may be able to refer your complaint to The Property Ombudsman (TPO) for independent review.

What will happen next?

We will acknowledge receipt of your complaint in writing within three working days of receiving it, enclosing a copy of this complaints procedure.

We will then investigate your complaint. This will normally involve passing your complaint to the relevant Branch Manager, who will review your file and speak to the member of staff who acted for you.

The Branch Manager will investigate your complaint and aim to resolve the matter within 14 days of sending the acknowledgement letter.

If you are still not satisfied at this stage, you should contact us again and we will refer your complaint to our complaints panel for review.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining the reasons for our decision.

If you remain dissatisfied after following our in-house complaints procedure, you can escalate your complaint to The Property Ombudsman (TPO), an independent dispute resolution service of which Mi Home Estate Agents is a member.

The Property Ombudsman can review complaints if:

• You have completed our internal complaints process and remain dissatisfied.
• You have not received a response within eight weeks.
• The agent has ceased trading while still owing you money.