Memberships and Regulatory Details For My House Agency
At My House, We Are Fully Compliant
At My House estate agents and property management in Norfolk and Fenlands, compliance is at the heart of everything we do. Whether you’re a landlord, tenant, buyer, or seller, you can be confident that your property journey is protected by the highest professional standards.
What compliance means for you:
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Trusted professional memberships – We are proud members of The Property Ombudsman (TPO) and Propertymark (ARLA & NAEA). This ensures fair practice, accountability, and expert standards in property sales and lettings.
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Secure client money handling – All deposits and funds are safeguarded through the Deposit Protection Service (DPS) and covered by our Client Money Protection (CMP) scheme.
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Legal and safe operations – We are registered for AML supervision to prevent money laundering, with the ICO for data protection, and hold full liability insurance for your peace of mind.
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At My House estate agents and property management in Norfolk and Fenlands, compliance is at the heart of everything we do. Whether you’re a landlord, tenant, buyer, or seller, you can be confident that your property journey is protected by the highest professional standards.
By choosing My House, you’re choosing an estate agent who puts compliance, security, and transparency first. That’s how we build lasting trust while helping you move well and live better.
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will 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.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
· We will send you written acknowledgment of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
· We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
· If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
· We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
· If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
01722 333 306
www.tpos.co.uk/consumers/make-a-complaint
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
