We Are Here to Help
At My Estate Luton Limited, 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:
Complaints can be submitted through the existing online form, by email to luton@my-estate.co.uk, or by post to:
Complaints Manager
My Estate Luton Limited
68 Wellington Street
Luton
LU1 5AA
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:
We aim to issue our Final Response within 8 weeks of receiving your complaint.
If You Remain Dissatisfied
My Estate Luton Limited is a member of Property Redress, membership number PRS023323, which provides independent redress.
If your complaint remains unresolved after eight weeks from the date you first complained to us in writing, you may refer it to Property Redress. Property Redress may accept a complaint earlier where we have issued our final response and you remain dissatisfied, or in other circumstances permitted by its rules.
You should contact Property Redress within 12 months of your last communication with us relating to the issues you are complaining about. Acceptance is subject to the scheme’s Conditions of Complaints.
The service is free for consumers.
Property Redress contact details
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