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Mistoria Estate Agents Ltd aims to provide a very high quality Lettings and Sales Service. However, if for any reason you are dissatisfied with the service you receive, we have established a Complaints policy to outline the procedure which should be followed in order to make a formal complaint.
Our complaints procedure is open to anyone who receives or requests a service from Mistoria Estate Agents Ltd, including Landlords, Investors, Tenants, Leaseholders, Residential Management Companies and includes staff from other businesses that we deal with.
Legal name: Mistoria Estate Agents Ltd
Registered office address: 10 Broughton Road, Salford, England, M6 6LS
Company number: 07912554
VAT Number: 229 706 785
Email: info@mistoriagroup.co.uk
It is generally accepted that most complaints will be made informally to front-line members of staff and will be resolved at this stage without the need for further action.
However, should the complaint not be resolved at this stage, it will be necessary to invoke the “formal” complaints procedure.
Complaints may include:
Before making a formal complaint, we would ask you to liaise, one again, with the person you were originally dealing with in order to give them a final opportunity to solve the problem. If this proves to be unsuccessful, we would ask you to engage the following procedure:
In the first instance your complaint will be passed to the appropriate Line or Branch Manager for Investigation and a response.
The Line Manager will:
If you are not satisfied with the response to your complaint after Stage 1, or your complaint relates to a Line/Branch Manager, your complaint will be referred to a Stage 2 Manager that over-sees the Operations, Risk and Compliance. They will then carry out a full investigation.
You should receive a response within 10 working days.
Should you remain dissatisfied with the outcome following an investigation carried out by a Stage 2 Manager, your complaint will be escalated to the Director/CEO. The Director/CEO will acknowledge the complaint and re-investigate.
You should receive a response within 10 working days.
As Mistoria are members of the Property Ombudsman Scheme, if a dispute is not resolved within eight weeks from your activation of our Complaints Procedure then we offer access to this scheme and their details are as follows:
The Property Ombudsman Ltd
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
T: 01722 333306
W: https://www.tpos.co.uk