Complaints Procedure

1. Our Commitment

Midas Property Group Ltd is committed to providing a high standard of service. If you are unhappy with any aspect of our service, please tell us and we will do our best to resolve the issue promptly.

2. Stage 1: Contact Us Directly

In the first instance, please raise your complaint directly with us:

Please provide your name, contact details, a description of your complaint and any relevant dates or reference numbers. We will acknowledge your complaint within 3 working days and aim to resolve it within 15 working days.

3. Stage 2: Escalation Within Midas

If your complaint is not resolved to your satisfaction at Stage 1, you may request that it is escalated to a senior member of the team. We will provide a final written response within 15 working days of escalation.

4. Stage 3: The Property Ombudsman

If you remain dissatisfied after exhausting our internal complaints procedure, you have the right to refer your complaint to The Property Ombudsman (TPO):

Please note: You must have received our final written response before referring to TPO. Complaints must be referred within 12 months of our final response.

5. Important Notes

This complaints procedure applies to our estate agency and auction services. We are members of The Property Ombudsman scheme and are bound by their Code of Practice.