Lettings
Complaints Procedure
How to raise a lettings complaint with Delisa Miller, how we respond, and how to escalate to The Property Ombudsman if needed.
Making a Complaint
At Delisa Miller, we are dedicated to delivering a high standard of professional service to all clients and customers. If something goes wrong, please let us know in writing with as much detail as possible so we can review and respond within the timeframes below.
What Happens 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 arrange a separate review by our Managing Director.
Final Response
We will provide a final written response within 15 working days of receiving your request for further review, confirming our definitive viewpoint on the matter.
The Property Ombudsman
If you are still dissatisfied after receiving our final response, you may contact The Property Ombudsman to request an independent review.
Contact
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
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 complaints to go through this in-house procedure before an independent review can be conducted.
Version date: August 2024