Mills & Mills Complaints Procedure

Mills & Mills is committed to providing a professional service to all our customers and clients. If you are dissatisfied with any aspect of our service, we ask that you raise the matter with us so that we have an opportunity to investigate and respond.

For the purposes of this Complaints Procedure:

Mills & Mills Sales is a trading name of Axiom Property Services Ltd.

Mills & Mills Lettings is a trading name of Axiom Lettings Ltd.

The companies are separate legal entities. Any complaint will be considered and dealt with by the company responsible for the service or transaction to which the complaint relates.

Both businesses are members of the Property Redress Scheme (PRS).

This Complaints Procedure applies to both businesses unless otherwise stated.

1. Raising a Concern or Complaint

We encourage customers to raise any concern with us as soon as possible. Many concerns can be resolved quickly and informally through discussion.

If your concern cannot be resolved informally, or you wish the matter to be treated as a formal complaint, please put your complaint in writing and send it to:

Email: martin@millsresales.com

Telephone: 01872 306225

If a complaint is initially raised verbally, we may ask you to confirm the details in writing so that there is a clear and accurate record of the matters you would like us to investigate.

Where possible, please provide:

• Your full name and contact details

• The address of the property concerned

• Whether your complaint relates to Mills & Mills Sales or Mills & Mills Lettings

• A clear explanation of your complaint

• Relevant dates and the names of those involved

• Copies of any relevant correspondence, documents or other evidence

• Details of the outcome or resolution you are seeking

2. Acknowledgement

We aim to acknowledge your formal written complaint within 3 working days of receipt.

Our acknowledgement will confirm that the complaint has been received and identify the director dealing with it.

The acknowledgement, investigation or attempted resolution of a complaint does not constitute an admission of negligence, wrongdoing, breach of contract or legal liability.

3. Investigation and Response

Your complaint will be investigated by one of the directors.

Mills & Mills is a small independently owned business operated by two directors. The director dealing with the complaint will consider the matters raised together with our records, correspondence and any other information or evidence considered relevant.

We may contact you if further information or clarification is reasonably required.

We aim to provide our full written response within 10 working days of sending our acknowledgement.

Our response will address the matters raised, explain our findings and, where appropriate, set out any action we propose to take.

If we are unable to provide a full response within this period because further investigation is reasonably required, we will explain the reason for the delay and provide an indication of when we expect to respond.

4. Further Review

If you remain dissatisfied with our response, you may ask us to review the complaint further.

When requesting a review, we ask that you explain which aspects of our response you remain dissatisfied with and why.

Where reasonably practicable, the review will be undertaken by the other director, particularly where that director was not principally involved in the circumstances giving rise to the complaint.

As Mills & Mills is operated by only two directors, there may be circumstances where both directors have had some involvement in the matter concerned. In these circumstances, it may not be possible to provide an entirely independent internal review.

The reviewing director will reconsider the complaint, taking account of the original complaint, our previous response, any further representations made and all relevant available evidence.

Following the review, we will provide our Final Response, which will confirm our final position and that our internal complaints procedure has been concluded.

5. Serious or Legal Matters

Where a complaint raises, or may reasonably give rise to, allegations involving professional negligence, financial loss, misrepresentation, breach of contract or other potential legal liability, we reserve the right to obtain independent legal or professional advice before providing or continuing with a substantive response.

Where obtaining such advice causes a significant delay, we will keep the complainant reasonably informed.

Nothing contained in our acknowledgement, investigation, correspondence, proposed resolution or response to a complaint should be regarded as an admission of legal liability unless expressly stated otherwise.

6. Completion of Our Internal Complaints Procedure

Once our Final Response has been issued, our internal complaints procedure will normally be regarded as complete.

We will not normally reopen or repeatedly reconsider matters that have already been fully investigated unless significant new information or evidence is provided which was not reasonably available during the original investigation.

Where further correspondence substantially repeats matters already considered, we reserve the right to retain that correspondence on file without providing a further substantive response.

This does not affect any right the complainant may have to refer the matter to the Property Redress Scheme.

7. Property Redress Scheme

Axiom Property Services Ltd trading as Mills & Mills Sales and Axiom Lettings Ltd trading as Mills & Mills Lettings are members of the Property Redress Scheme (PRS).

If you remain dissatisfied after receiving our Final Response, you may be entitled to ask the Property Redress Scheme to consider your complaint independently.

Generally, before referring a complaint to the Property Redress Scheme, you should have:

• Provided your detailed complaint to us in writing

• Given us the opportunity to investigate and resolve your complaint through our internal complaints procedure

• Allowed us up to 8 weeks from receipt of your written complaint to investigate and respond, unless the Property Redress Scheme accepts the complaint earlier in accordance with its rules

• Referred the matter to the Property Redress Scheme within its applicable eligibility and time limits

Under the current PRS rules.

The Property Redress Scheme is free for consumers to use.

Further information about the Property Redress Scheme and how to make a complaint is available at:

www.propertyredress.co.uk

8. Historic Complaints

Complaints should be raised as soon as reasonably possible after the matter giving rise to the complaint occurred or became known.

Where a significant period of time has passed, our ability to investigate a complaint may be affected by the availability of records, correspondence, witnesses or other evidence.

Any applicable eligibility requirements or time limits imposed by the Property Redress Scheme will also apply.

9. Records and Confidentiality

We will maintain appropriate records of formal complaints, investigations and responses in accordance with our legal, regulatory and Property Redress Scheme obligations.

Information relating to a complaint may, where reasonably necessary or required, be disclosed to the Property Redress Scheme, our legal or professional advisers, regulatory bodies or other relevant parties.

Personal information will be handled in accordance with applicable data protection legislation and our Privacy Policy.

10. General

This Complaints Procedure is intended to provide customers with a clear and fair process for raising concerns with us.

Nothing within this procedure creates any additional contractual or legal rights beyond those which otherwise apply.

Nothing within this procedure prevents either company from seeking independent legal or professional advice or taking reasonable steps to protect its legitimate interests.

For the avoidance of doubt, a complaint concerning the services of one company will be dealt with by that company and does not, solely by virtue of the shared Mills & Mills trading name, constitute a complaint against or create liability for the other company.

We reserve the right to amend this Complaints Procedure from time to time to reflect changes in legislation, regulatory requirements, our business structure or the requirements of the Property Redress Scheme.

Last reviewed: August 2026