Complaints Procedure

Internal Complaints Procedure

We aim to resolve any concerns swiftly and fairly. If you wish to raise a complaint, please follow the steps below:

1. Contact the Relevant Department

   In the first instance, please submit your complaint in writing to the Head of the relevant department. Include any supporting documentation such as letters, photos, or other evidence that may help in reviewing your concern.

2. Response from Department Manager

   You will receive an acknowledgement within 3 working days, and a full response will be provided within 15 working days.

3. Escalate to the Managing Director

   If you are not satisfied with the Department Manager's response, you may escalate your complaint to:
   Luke Allday, Managing Director
   luke@alldayandmiller.co.uk
   192 High Street, Uxbridge UB8 1LB

   You will receive an acknowledgement within 3 working days, and a full response will be provided within 15 working days.

4. Final Review by Independent Consultant

   If you remain dissatisfied, you may request an impartial review by our external property consultant. Please include all previous correspondence:

   Jane Gardner, FARLA, CRPM
   jane@jpgardner.com
   
   You will receive an acknowledgement within 3 working days, and a full response will be provided within 15 working days.
    

5. If you are not satisfied with the result of your complaint, you can contact The Property Ombudsman to request an independent review:

    

   The Property Ombudsman
   admin@tpos.co.uk
   01722 333 306
   www.tpos.co.uk

    

   You will need to submit any complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter and will need to provide any evidence to support your case.