Complaints Policy

We are committed to providing gold standard property sales and letting service and to dealing with all our clients fairly.

We acknowledge that we may not always get it right so if something has gone wrong, including in relation to a bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing (by letter, fax or email) or by speaking with our complaints director, whose contact details are: Miss Justine Allen, 100 Highgate, Kendal, Cumbria, LA9 4HE Email: justine@milnemoser.co.uk

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • Your full name and contact details
  • What you think we have got wrong
  • What you hope to achieve as a result of your complaint, and
  • Your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

 

How will you deal with my complaint?

We will record your complaint centrally and will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint, this will usually involve:

  • Reviewing your complaint
  • Reviewing your file(s) and other relevant documents, and
  • Speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 15 working days of the date of our letter of acknowledgement. In exceptional cases, where this timescale needs to be extended beyond this limit, we will keep you fully informed and provide an explanation.

 

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will arrange for another Director, who has not been directly involved in the transaction, to review the matter again. We will respond to you within 15 working days of receiving your request for a further review.

If you are still unhappy that we have been unable to resolve your complaint and it is at least 8 weeks since you registered your complaint, you can ask the The Property Ombudsman to look into your complaint. You can contact the The Property Ombudsman:

  • by post at The Property Ombudsman, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, or
  • by telephone: 01722 333 306.

You must usually refer your complaint within twelve months of our final written response to your complaint. Further details are available on the website: www.tpos.co.uk

 

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Property Ombudsman service is free of charge.

Complaints Policy

We are committed to providing gold standard property sales and letting service and to dealing with all our clients fairly.

We acknowledge that we may not always get it right so if something has gone wrong, including in relation to a bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing (by letter, fax or email) or by speaking with our complaints director, whose contact details are: Miss Justine Allen, 100 Highgate, Kendal, Cumbria, LA9 4HE Email: justine@milnemoser.co.uk

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • Your full name and contact details
  • What you think we have got wrong
  • What you hope to achieve as a result of your complaint, and
  • Your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

 

How will you deal with my complaint?

We will record your complaint centrally and will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint, this will usually involve:

  • Reviewing your complaint
  • Reviewing your file(s) and other relevant documents, and
  • Speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 15 working days of the date of our letter of acknowledgement. In exceptional cases, where this timescale needs to be extended beyond this limit, we will keep you fully informed and provide an explanation.

 

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will arrange for another Director, who has not been directly involved in the transaction, to review the matter again. We will respond to you within 15 working days of receiving your request for a further review.

If you are still unhappy that we have been unable to resolve your complaint and it is at least 8 weeks since you registered your complaint, you can ask the The Property Ombudsman to look into your complaint. You can contact the The Property Ombudsman:

  • by post at The Property Ombudsman, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, or
  • by telephone: 01722 333 306.

You must usually refer your complaint within twelve months of our final written response to your complaint. Further details are available on the website: www.tpos.co.uk

 

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Property Ombudsman service is free of charge.

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