Legal
Complaints procedure
We aim to provide a first-class service. If something has gone wrong, this is how to tell us and what happens next.
Stage one
Raise the issue with the member of staff you have been dealing with, or their branch manager. We will acknowledge your complaint in writing within three working days and aim to resolve it within fifteen working days.
Stage two
If you are not satisfied, write to the director at 525 Gale Street, Dagenham RM9 4TP or email info@msestates.co.uk with the heading Formal Complaint. You will receive a final written response within fifteen working days.
Independent redress
If you remain unhappy after our final response, or eight weeks have passed, you may refer the matter to the independent redress scheme of which we are a member. Details are available from either branch on request.
The business should confirm its redress scheme membership details before launch.