At John Miller Estate Agents, we are committed to providing a professional, transparent and fair service to all our clients and customers. We recognise that, on occasion, concerns or disagreements may arise. When this happens, we aim to address complaints promptly, fairly and consistently, giving everyone the opportunity to have their concerns properly considered. We operate a formal complaints procedure to ensure that complaints are investigated appropriately and that customers understand the steps available to them. Making a complaint is free of charge.

 

Stage 1 – Raising Your Complaint

If you are dissatisfied with any aspect of our service, we encourage you to contact us initially so that we have an opportunity to resolve your concerns. If the matter cannot be resolved informally, you may submit a formal complaint in writing.

 

Please send your complaint to:
Email: info@johnmiller.co.uk
Subject: Formal Complaint – [Property Address / Reference]

To help us investigate your concerns, please include:

• Your full name and contact details.
• The address of the property concerned, where applicable.
• A clear explanation of your complaint.
• Relevant dates and details of the events involved.
• Any supporting documentation or correspondence.
• The outcome or resolution you are seeking.

 

We will acknowledge your formal complaint within 3 working days of receipt.

 

Stage 2 – Investigation and Written Response

Once your complaint has been acknowledged, it will be reviewed by an appropriate member of our team either by the Manager or Director. We may review correspondence, tenancy documentation, inspection reports, maintenance records and any other relevant information. Where necessary, we may also contact the individuals involved to establish the circumstances. We aim to provide a full written response within 15 working days of receiving your complaint.

 

Our response will explain:

• The matters investigated.
• The relevant findings.
• Our position regarding your concerns.
• Any action or resolution proposed, where appropriate.

If additional time is required due to the complexity of the complaint, we will explain the reason for the delay and provide an updated timeframe.

 

Stage 3 – Further Internal Review

If you remain dissatisfied with our initial response, you may request a further review by a senior member of the management team who, wherever practicable, has not been directly involved in the original matter. Please explain which aspects of our response you disagree with and provide any additional relevant information. We aim to complete this review and provide our final written response within 15 working days of receiving your request. Our final response will confirm our position and explain your options for independent redress. We aim to complete our internal complaints process within 8 weeks of receiving the original formal complaint.

 

Stage 4 – Independent Redress

John Miller Estate Agents is a member of The Property Redress Scheme (PRS), an independent government-authorised redress scheme for property agents. If you remain dissatisfied after completing our internal complaints procedure, or your complaint remains unresolved after eight weeks, you may be eligible to refer your complaint to the Property Redress Scheme for independent consideration.

The Property Redress Scheme
Website: https://www.propertyredress.co.uk

 

Important Information

Submitting a complaint does not automatically suspend any obligations under a tenancy agreement, management agreement or other contractual arrangement. Likewise, making a complaint will not result in a customer being treated unfavourably or prevent them from accessing services to which they are entitled. Emergency maintenance issues, safety concerns and urgent repair requests should continue to be reported through our normal maintenance reporting channels rather than awaiting the outcome of a formal complaint. John Miller Estate Agents is committed to resolving concerns constructively, maintaining professional standards and continually improving the service we provide.