Complaints & Feedback

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them.
This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Please put your complaint in writing either by letter or email and address it to: 

Steven Herd, Founder 
2 Denbigh Street, London, SW1V 2ER
020 7227 4678 | 

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Your complaint will be acknowledged, and we will start our in-house complaints process.

We will acknowledge your complaint within 3 working days of receiving it.

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

Within 15 working days of receiving your complaint.

If you remain unhappy, your subsequent complaint will be investigated, and we will provide a written response outlining our final position and proposing resolutions where appropriate.

Within 15 working days of receiving your subsequent complaint.

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333306 | |

You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.

No charge will be made for any complaint we handle.

We are proud to be members of The Property Ombudsman (TPO). This means we adhere to a strict approved code, demonstrating a higher level of customer service and customer protection, such as a robust and legitimate customer complaints procedure and clear pre-contractual information. 

For your reference, you can view the TPO’s Consumer guides and Codes of Practice here:


MyLondonHome is a member of The Association of Residential Letting Agents (ARLA), the National Association of Estate Agents (NAEA) and The Property Ombudsman (TPO).

Client Money Protection

MyLondonHome is a member of Propertymark ARLA, meaning that we are a part of the Propertymark Client Money Protection Scheme. This means our client accounts are regularly audited and protected by the scheme. A copy of our certificate and the accounting rules of our Client Money Protection provider can be found below.

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