Complaints Procedure

I am committed to providing a professional service to all clients and customers. If something goes wrong, I need you to tell me about it — this helps me maintain and improve my standards.

If you have a concern or wish to make a formal complaint, please contact me directly using the details below.

Name: Melanie Youles
Position: Director
Email: melanie.youles@my-estate-agent.com
Company name: Melanie Youles Ltd t/a My Estate Agent

I will send you a written acknowledgement of your complaint within three working days of receiving it, along with a copy of this procedure.

I will then investigate your complaint fully. This may include reviewing your file and any related communication or documentation. Once the investigation is complete, I will send you a formal written outcome within 15 working days of the acknowledgement letter.

If you remain dissatisfied after receiving my final response, you may refer your complaint to The Property Ombudsman, the independent redress scheme I am a member of:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP