Delisa Miller is a member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.
The aim of this process is to resolve all customer issues and concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager Level.
Stage 1 – Lettings Manager
Complaints should, in the first instance, be directed to the Lettings Manager. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.
Stage 2 – Area Manager
Should the Lettings Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Manager, who will respond within 7 working days from receipt.
Stage 3 – Managing Director
If, after your response from the Area Manager, you remain dissatisfied, you may address your concerns in writing to the Managing Director. Once received your letter will be acknowledged within 24 hours (excluding weekends and bank holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale.
The address to write to is:
44 Hulme High Street
or email email@example.com
Stage 4 – The Property Ombudsman
Once the internal Delisa Miller complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Managing Director, you may approach the Ombudsman.
Contact details for the Ombudsman will be included in the Final Viewpoint letter, or information can be found online at www.tpos.co.uk.
The Property Ombudsman
First Floor Milford House
43-55 Milford Street
- You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.