Milburys Estate Agents Ltd Complaints Handling Procedure

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

www.tpos.co.uk