We are committed to ensuring your satisfaction and addressing any concerns or complaints you may have in a fair and efficient manner. To provide a clear process for resolving complaints, we have established a four-stage complaints procedure, outlined below:
Complaint Stage 1:
Please submit your complaint in writing to contactus@myaproperty.com. Our staff will respond to you within 10 working days upon receipt of your complaint. If you are still unsatisfied with the response, you can proceed to escalate your complaint to the next stage.
Complaint Stage 2:
If Stage 1 did not resolve your concerns, please provide a written explanation to contactus@myaproperty.com as to why you are not satisfied with the outcome. A senior member of MYA will review your complaint and any actions taken. You can expect a response within 10 working days.
Complaint Stage 3:
If Stage 2 did not resolve your concerns, please provide a written explanation as to why you are still not satisfied with the outcome to contactus@myaproperty.com. The board of directors will review your complaint and comments. You can expect a response within 20 working days.
Complaint Stage 4:
If you are still dissatisfied with the resolution of your complaint, you have the right to contact the Property Redress Scheme, of which we are a member. They can provide impartial advice and review your complaint, provided you have followed our internal complaints procedure as outlined above. As an independent third party, they impartially review all cases. You can reach them by calling 0333 3219418 or visiting their website at www.theprs.co.uk.
