Complaints Procedure

Internal Complaints Procedure

This procedure complies with the requirements of The Property Ombudsman Code of Practice and ARLA Propertymark Conduct and Membership Rules.

We aim to resolve all complaints promptly, fairly and in accordance with regulatory requirements.

1. Stage One – Contact the Relevant Department

   In the first instance, please state your complaint in writing to the head of the relevant department. Please include any supporting documentation or evidence relevant to your complaint.

   Lettings & Property Management Department
   Amy McCallum, MARLA
   Head of Lettings
   amy@alldayandmiller.co.uk
   192 High Street, Uxbridge UB8 1LB

   Sales Department
   Jordan Douglas
   Director of Sales
   jdouglas@alldayandmiller.co.uk
   01895 812000
   192 High Street, Uxbridge UB8 1LB

   The relevant department manager will acknowledge receipt of your complaint within 3 working days and aim to provide a full written response within 15 working days.

2. Stage Three – Escalation to Managing Director

   If you remain dissatisfied with the department response, please submit your complaint in writing to:

   Luke Allday
   Managing Director
   luke@alldayandmiller.co.uk
   192 High Street, Uxbridge UB8 1LB

   A response will be provided in accordance with the timescales above.

3. Stage Four – The Property Ombudsman

   If you remain dissatisfied once you have received our final viewpoint letter, or if eight weeks have elapsed since the complaint was first made, you may refer the matter to The Property Ombudsman.

   The Property Ombudsman (TPO)
   Milford House
   43–55 Milford Street
   Salisbury
   Wiltshire
   SP1 2BP
   
   Telephone: 01722 333 306
   www.tpos.co.uk

   Referral to The Property Ombudsman must be made within 12 months of receiving our final viewpoint letter.

Allday & Miller Limited are members of The Property Ombudsman Scheme and ARLA Propertymark.