Complaints procedure

Last updated 22 October 2026

We aim to provide an excellent service to every landlord and tenant. If something has gone wrong, we want to know so that we can put it right. This procedure explains how to raise a complaint and what will happen next.

Stage one: tell us about your complaint

Please send your complaint in writing, setting out what happened and what you would like us to do. You can email us or write to us:

We will acknowledge your complaint within three working days and tell you who is handling it. We will investigate and send you a full written response within fifteen working days of receiving it. If we need more time, we will write to explain why and give you a new date.

Stage two: review by a director

If you are not satisfied with our response, please write to us within twenty working days explaining why. A director who was not involved in the original response will review the complaint and the way it was handled. We will acknowledge your request within three working days and send you our final written response within fifteen working days.

The Property Redress Scheme

MSJ Estates Ltd is a member of the Property Redress Scheme, membership number PRS038235. The scheme provides free, independent resolution of complaints about letting and managing agents.

You can refer your complaint to the scheme:

  • once you have received our final response, or
  • if eight weeks have passed since you first complained and the matter is not resolved.

You must refer your complaint within twelve months of our final response. The scheme can be contacted through its website at www.theprs.co.uk, or by post at Premiere House, 1st Floor, Elstree Way, Borehamwood WD6 1JH.

Client money

MSJ Estates Ltd is a member of a Client Money Protection scheme, membership number CMP013952, which protects rent and other money we hold on behalf of clients.

Help to make a complaint

If you need help putting your complaint in writing, or would like this procedure in another format, please contact us and we will be happy to assist.