Complaints Procedure

Millerson prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standard of service to all our Residential Sales customers. To ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One – Branch Sales Manager*

We receive very few complaints; however, we understand that sometimes things do not go exactly to plan and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve the situation with the Branch Sales Manager who will acknowledge receipt of your complaint within three working days and will fully investigate the matter . A full written outcome of the investigation will be issued within fifteen working days.

*Please note that if the branch does not have a Branch Sales Manager, your complaint will automatically go straight to Stage Two.

Stage Two –Operations Director

If the Branch Sales Manager is unable to resolve the situation you may then refer it to the Operations Director who will undertake a prompt and detached view of the transaction. We request that you send a written summary of your complaint to the Sales Operations Director within one month of completing Stage One.

The Sales Operations Director will acknowledge your complaint within 3 working days of receipt and provide you with a written response within ten working days.

Contact Details

Operations Director
Millerson
50 Fore St
Copperhouse
Hayle
TR27 4DY

Stage 3 – The Property Ombudsman

After you have received a response from the Operations Director and if you are not satisfied with their proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the Operations Partner’s final view point letter alongside a link to the Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk.

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within twelve months of the date of the Operations Partner’s final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.

Contact details for The Property Ombudsman:

Via their website: tpos.co.uk

Mail: Unit 159756, PO Box 7169, Poole, BH15 9EL

Phone: 01722 333306