COMPLAINTS PROCEDURE
(Property Management Services)
Miller Moves is committed to providing a professional, transparent, and responsive property management service. We recognise that, from time to time, concerns may arise. When this happens, we encourage clients to raise the matter so it can be reviewed fairly and promptly.
This procedure explains how complaints are handled and the steps available should a matter remain unresolved.
1. How to Make a Complaint
Complaints should be submitted in writing by email to:
To assist us in reviewing the matter efficiently, please include:
Your full name and the property address
A clear description of the issue
Relevant dates, correspondence, or supporting information
2. Acknowledgement
We will acknowledge receipt of your complaint within five (5) working days of receiving it.
3. Investigation & Initial Response
Your complaint will be reviewed and investigated internally by the Manager or an appropriate senior reviewer.
Where reasonably possible, a written response outlining the outcome of our investigation and any proposed resolution will be provided within fifteen (15) working days of acknowledgement.
4. Further Review
If you remain dissatisfied with the initial response, you may request a further review by replying in writing and explaining why the matter remains unresolved.
A further review will be undertaken and a written response confirming our final viewpoint will be issued within fifteen (15) working days of receiving your request.
5. Independent Redress – Property Redress Scheme
If the complaint remains unresolved following completion of our internal complaints procedure, or if eight (8) weeks have elapsed since the complaint was first raised, you may refer the matter to The Property Redress Scheme (PRS) for independent review, free of charge.
The Property Redress Scheme (PRS)
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Complaints must be referred to The Property Redress Scheme within twelve (12) months of receiving our final written response.
6. Record Keeping
Records of complaints and their outcomes are retained securely for compliance, regulatory, and service improvement purposes.
7. No Admission of Liability
The operation of this complaints procedure does not constitute an admission of fault or liability.
Important Note
The Property Redress scheme requires that all complaints are first raised and progressed through this internal complaints procedure before being submitted for independent review.