In-House Complaints Procedure
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.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to John Simmons, Director. 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.
Miller Town & Country
2 Drake Road
Tavistock
PL18 0AU
Email: jsimmons@millertc.co.uk
Stage 2—Our Acknowledgement
Your complaint will be acknowledged, and we will start our in-house complaints procedure
• Timescale: within 3 working days of receiving your complaint
Stage 3—Our Investigation
Your complaint will be investigated and John Simmons, Director will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate
Timescale: within 15 working days of receiving your complaint
Stage 4—Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated and Clare Simmons, Director will provide a written response outlining our final position and proposing resolutions where appropriate.
• Timescale: within 15 working days of receiving your subsequent complaint
MILLER TOWN & COUNTRY LTD.
Stage 5—The Property Ombudsman
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.
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
admin@tpos.co.uk
01722 333 306
www.tpos.co.uk
Make a Complaint – The Property Ombudsman (tpos.co.uk)
Stage 6—Propertymark
Should you remain dissatisfied after receiving The Property Ombudsman’s decision, you may escalate your complaint to our estate agency membership body, Propertymark (National Association of Estate Agent) for up to six months after The Property Ombudsman’s decision using the link below:
https://www.propertymark.co.uk/professional-standards/complaints.html
