Complaints Procedure for Customers of Mills & Mills

At Mills & Mills we are committed to providing excellent service to our customers. We understand that sometimes concerns or issues may arise, and we take them seriously. This Complaints Procedure outlines the steps you should follow if you wish to make a complaint regarding our services, ensuring that we address your concerns promptly and in compliance with UK housing law.

1. Contacting Us

If you have a complaint, please contact us as soon as possible by:

- Email:

- Phone: 01872 396191

2. Providing Information

When making a complaint, please provide the following details:

- Your name and contact information

- The property address in question

- Details of the complaint, including relevant dates and people involved

- Any supporting documents or evidence

3. Acknowledgement of Complaint

We will acknowledge your complaint within 10 working days of receiving it. This acknowledgment will include:

- A reference number for your complaint

- Confirmation that we have received your complaint

- The name and contact details of the person handling your complaint

4. Investigation

Your complaint will be assigned to a dedicated complaints handler who will conduct a thorough investigation. They may need to gather further information, speak with relevant parties, and review any documentation provided.

5. Response

We aim to provide a formal response to your complaint within 10 working days from the date of acknowledgment. If we need more time due to the complexity of the issue, we will inform you of the delay and provide an estimated time frame for the response.

The response will include:

- A summary of the investigation findings

- Our assessment of the complaint

- Any actions we plan to take to address the issue

- Information on next steps if you are not satisfied with the response

6. Appeal

If you are not satisfied with our response, you may appeal the decision by contacting us within 10 working days of receiving our response. Your appeal will be reviewed by a senior member of our team who was not involved in the initial investigation.

7. Final Response

We aim to provide a final response to your appeal within 10 working days from the date of receiving it. This will be our final position on the matter.

8. Ombudsman

If you remain dissatisfied after receiving our final response, you have the right to refer your complaint to a designated ombudsman service such as Property Redress Scheme. We will provide you with the relevant information to do so.

9. Record Keeping

We will maintain detailed records of all complaints and our responses, as required by UK housing law

10. Feedback

We value your feedback and use it to improve our services. If you have any suggestions on how we can enhance our complaints procedure, please let us know.