At Delisa Miller, we are dedicated to delivering a high standard of professional service to all our clients and customers. However, if something goes wrong, we encourage you to let us know. Your feedback is invaluable in helping us enhance our services. If you have a complaint, please provide it in writing with as much detail as possible. We will then address your concerns following the timeframes outlined below.

Send Your Complaint To:

Branch Manager – Lettings
44 Hulme High Street
Manchester, M15 5JP
privacy@delisamiller.co.uk

What Will Happen Next?

  • Acknowledgment: We will send you an email or letter acknowledging receipt of your complaint within three working days, along with a copy of this procedure.

  • Investigation: We will investigate your complaint by reviewing your file and discussing the matter with any team members involved. You will receive a formal written response detailing the outcome of our investigation within 15 working days from the date of our acknowledgment.

  • Further Review: If you are not satisfied with our initial response, please contact us again. We will then arrange for a separate review by our Managing Director. Should you wish to escalate your complaint, please write to:

    Delisa Miller, Managing Director
    44 Hulme High Street
    Manchester, M15 5JP
    privacy@delisamiller.co.uk

  • Final Response: We will provide you with a final written response within 15 working days of receiving your request for further review, confirming our definitive viewpoint on the matter.

If you are still dissatisfied, you may contact The Property Ombudsman to request an independent review:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP

01722 333 306
www.tpos.co.uk

Please Note: You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter and include any evidence to support your case. The Property Ombudsman requires that all complaints go through this in-house complaints procedure before an independent review can be conducted.

Version date: August 2024