Complaints Procedure – My House Key Ltd

At My House Key Ltd, we are committed to providing the highest standard of service. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly and improve our services.

Step 1: Informal Resolution

In the first instance, please raise your complaint with the staff member you have been dealing with. We aim to resolve minor issues quickly and efficiently.

Step 2: Formal Complaint

If your complaint is not resolved to your satisfaction, please submit a formal complaint in writing. You can do this by:

  • Email: lynda@myhousekey.co.uk

  • Post: My House Key Ltd, 2 Brown Ave Quorn LE12 8RH

What to Include in Your Complaint

To help us resolve your complaint efficiently, please provide:

  • Your full name and contact details

  • The property address (if applicable)

  • A clear description of your complaint

  • Any relevant supporting documents or correspondence

  • How you would like us to resolve the matter

Step 3: Acknowledgement & Investigation

  • We will acknowledge your complaint within 3 working days of receipt.

  • A senior member of staff will investigate the issue thoroughly.

  • We aim to provide a full response within 15 working days. If we require more time, we will inform you of the reason and provide an expected resolution timeframe.

Step 4: Escalation

If you are not satisfied with our response, you can escalate your complaint to the Director of My House Key Ltd for a final internal review. Please state why you remain dissatisfied and any further supporting evidence.

We will respond within 10 working days of receiving the escalation.

Step 5: Independent Redress Scheme

If you are still unhappy after our final response, you have the right to escalate your complaint to our independent redress scheme:

The Property Ombudsman
Website: https://www.propertyredress.co.uk

Email: info@propertyredress.co.uk

Phone:0333 321 9418

Address: Limelight 1st Floor Studio 3 Elstree Way, Borehamwood Hertfordshire WD6 1JH

The Property Ombudsman will only consider complaints that have gone through our full complaints procedure. You must submit your complaint within 12 months of our final response.

Step 6: Trading Standards

If you believe we have breached legal obligations, you can also contact Trading Standards via Citizens Advice Consumer Service:

Feedback & Continuous Improvement

We value all feedback and use complaints to enhance our service. Thank you for helping us improve.

For further assistance, please contact My House Key Ltd via lynda@myhousekey.co.uk.