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 2 working days, and a full response will be provided within 10 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

   We will follow the same response time guidelines as outlined above.

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
    

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

    

   Complaints must be acknowledged within 3 days and responded to within 15 days at all stages, please ensure this is included within the 2nd stage of your process too
   Please include the time a consumer has to refer their complaint to TPO, this is 12 months