If you have a complaint, then this note sets out the procedure which we will follow when dealing with that complaint.
A person has been appointed within each office to deal with complaints and you should not hesitate to contact the relevant person.
Scott Marbrow – 61 High Street, Thornbury, BS35 2AP – 01454 4173366.
Paul Higgins – 52 High Street, Chipping Sodbury, BS37 6AH – 01454 318338.
Carolina Griffith – 1 High Street, Wotton-under-Edge, GL12 7DE – 01453 842666.
Note: Should your complaint be against the relevant person above, please contact one of the other named parties.
Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the appropriate person dealing with it.
Once we have received your written summary of the complaint, we will contact you in writing within fourteen days to inform you of our understanding of the circumstances leading to your complaint.
Within twenty eight days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation and to let you know what actions have been or will be taken.
If you are dissatisfied with and aspect of our handling of your complaint or the outcome of our internal investigation, you should write to the company directors who are Jonathan Grant and Michael Butters, at the Thornbury address shown above. They will conduct a separate review of your complaint and contact you with 28 days to inform you of the conclusion of this review.
If you are still unhappy with the result of our complaints handling procedure, you may then refer your complaint to The Property Ombudsman of which Milburys Estate Agents Ltd are members.
They are contactable at:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Tel: 01722 333306
Thank you for good news , we always tried to look after flat as if it was ours. It was pleasure to deal with Milburys and I would strongly recommend people to use your services. Thank you Kim and the rest of the Milburys team for everything you have done for us. It was pleasure to work with you.
Mr E Liamzinas
Milburys have been fantastic; working really hard on our behalf to get our purchase wrapped up in just 7 weeks and supporting us as first time landlords. A special mention to Paula who’s customer service is second to none.
Miss Winkworth
I would also like to say that once again I have been very happy with yourself and all of the team at Milburys as both the rental of the property and the sale have been handled with professionalism, care and consideration.
Mr & Mrs Schlamm
While I know I will be speaking to you in due course, I just want to take this opportunity to say a big thank you to you, your team at Milburys and my Landlord for all of the help and support I have received from all of you during my tenancy - words cannot actually express how very grateful I am to all of you for making my time at the above property so easy. I hope you will pass my thanks on to your team and my Landlord for me.
Miss S Loader
Milburys could not have been any more helpful, professional or down right brilliant. We've worked with Milburys to rent and sell a property in the local area and they have always gone above and beyond... our expectations. The level of service you will receive from Milburys is the best in the region. Their knowledge of the towns and villages in South Gloucestershire and their expertise with character properties seems to drives the right clientele to their doors. If you're a serious buyer or have a property to rent or sell I would not hesitate to recommend using Milburys to make the process into one which you won't forget.
Jonny Burgess
Dear Vera, I've got an ecstatic son today who is delighted with his new home. Thank you for being so helpful. I've a trip booked for the 10th November and can't wait to see how nice and settled Colin will be. Please pass on our sincere thanks to all the team.
Gretta
Good afternoon Carolina, Would just like to drop a quick email to say thank you for today a really good experience was had by myself and my wife we had looked at other properties today and your service and promptness puts other local agents to shame. Too many people email to complain so thought I would drop in a bit of positive feedback.
Mr W Connolly
I just wanted to thank you for the excellent service I received from Milburys . The whole experience was first class and your professionalism coupled with a more personal service made it a pleasure to be a client. Both couples are very nice people and we hope to have them as tenants for as long as they would like to stay with us. The tenants actually congratulated me on finding such good letting agents (they said they were treated as valid customers which was not always the experience they had with previous letting agents in Bristol). Your attention to detail together with the fact that you achieved a better rental income for me than any other agent hoped for is testament to your abilities and was very much appreciated.
Mr T Webb
Hi Jonathan, Now that our tenants are all settled and things are calm once more I just thought I'd send you an email to say a big thank you for helping us sort everything out with the new tenancy. As always, the Milburys service has been great, hopefully we won't need to contact you for a while but we'll ring you if we need anything. Have a great weekend and All the Best for a good summer.
Mr & Mrs Binns
Hey Cherry, Just a quick email to say thank you for helping find our perfect house. We have finally finished moving in and now its time for a gin in the garden. Thank you for making everything so easy for us with our first move.
Charlie and Mike
“ My wife and I are writing this letter in recommendation of Milburys Estate Agent Ltd as a letting and management expert. They have since year 2000 been looking after the lettings of our four properties in South Gloucestershire, UK. We have been enjoying tremendously the excellent service delivered by Milburys’ Letting Team and are confident in leaving our properties in their good hands even though we live overseas. It is therefore without any hesitation and with great pleasure that I recommend Milburys to any investor ( domestic or overseas) that may be looking for an enthusiastic, competent and honest estate agent to look after the lettings of their properties. “
Mr J Li
I have been delighted with the service I have received from Milburys, both initially as a tenant and subsequently with the sale and purchase of residential properties. The staff are always professional and courteous throughout the complex process of moving home and I would have no hesitation in recommending them to friends and colleagues.
Ms D G
We have successfully used Milburys as agents to let our properties for the last few years and have always received an excellent level of service and professionalism. A very friendly approach can be guaranteed from the long standing members of staff, who are always extremely helpful if any problems arise. However, due to their diligence in the finding and vetting of prospective tenants these rarely occur. We would always recommend them to landlords based on our personal and positive experience as clients.
Ms Julie H
Thank you very much for your support through my rental period. I can honestly say that you and the Milburys team are by far the most professional Estate Agents I have dealt with (of which there are many)!
Mr S Watson
The staff at Milburys in Chipping Sodbury have been outstanding. We've had some set-backs in the sale of our property but they've worked tirelessly to resolve them and keep things moving. Always at the end of the phone, great communication and just lovely people to deal with. I can't recommend them highly enough -Thank you
K Hayden
We have used Milburys to let and manage our property for a few years now. They have been excellent throughout - a hardworking, trustworthy and professional lettings team. We would not hesitate to recommend!
L Skuse
Easy to deal with and always sorted any issues we had with the house very quickly when renting with them.
H Cornes
Today, our long awaited completion took place on our new home! There have been many ups and downs throughout the process, all of which have been handled with utmost professionalism and integrity by Jo, Jonathan and the team at Milburys. Throughout the whole process they have gone out of their way to overcome any obstacles for us, over and above any estate agent we have worked with before. We would highly recommended Milburys for your next sale
L Sanderson
Highly recommend this estate agency - Excellent service post sale. Thank you all the all staff at Milburys especially Paula.
L Banks
We would both like to say a big thank you to everyone at Millbury’s – you have all been so helpful and we are so grateful for all your patience and support in the sales process, which at times can be stressful! Special thanks to Tina who guided us well at the outset in making our decision to sell and choosing the right value etc. Your help, as always has been invaluable.
G & A Bacon
Just would like to say that the house is amazing and already feels like home. Every step of the process,in regards to our move has left us feeling extremely satisfied and confident that we made a good choice.I have been renting for a long time and have never had a response, from either a landlord or an agency as fast as you guys have. Really do appreciate the great level of communication and sense of urgency shown to resolve my enquiry,
Mr M H
We just wanted to say a big thank you for your help and support from the first day our property first went on the market. We have appreciated your honesty, regular communication and the effort you went to, to make our house appeal to perspective buyers. We were particularly pleased that we had first-time buyers which made the exchange so much easier. We wouldn’t hesitate to recommend friends and family to use Millbury’s. The service you and the team provided was superb.
I & L
They are estate agents. They sell houses. What more can you say except that the staff are nice people and their communication skills are first class. Keep up the good work
Mr P E
Used Milburys to let a property, to sell a property and buy a property. Genuinely grateful for their great service
H H
