Complaints Policy
Complaints Policy of Miller Freeman & Sons (Nottingham) Ltd.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times when our customers are not completely satisfied.
To ensure we are able to resolve issues promptly, we encourage all customers to:
- Inspect completed work as soon as possible to confirm everything meets our usual high standards.
- Contact us immediately should there be any concerns so we can rectify issues swiftly.
Miller Freeman views complaints as an opportunity to learn and improve, and to make things right for the person who has made the complaint.
OUR POLICY IS TO:
- Provide a fair and clear complaints procedure that is easy to use for anyone wishing to raise a concern
- Ensure the complaints procedure is well publicised and accessible
- Make sure everyone at Miller Freeman knows how to handle complaints appropriately
- Investigate all complaints fairly and in a timely manner
- Strive to resolve complaints and repair relationships wherever possible
- Learn from complaints to improve future services
DEFINITION OF A COMPLAINT
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Miller Freeman's services or conduct.SOURCES OF COMPLAINTS
Complaints may originate from:
- Customers
- Suppliers
- Staff Members
- Sales Representatives
- Neighbours
- Members of the Public
Complaints may be received verbally, by phone, email, or in writing. Staff may also follow our internal Complaints and Grievance Policy.
Publicised Contact Details
- Written Complaints:
Miller Freeman, 4 Parkyn Road, Daybrook, Nottingham, NG5 6BG
Email: info@millerfreemannottm.com - Verbal Complaints:
Phone: 0115 913 3333
Or in person to any of the Directors.
COMPLAINT PROCEDURE
Stage One - Initial Resolution
- Complaints should be directed to the person responsible for the issue if possible.
- All complaints must be passed to a Director within one week.
- Acknowledgement will be provided within 7 days.
- A full reply should be issued within four weeks. If more time is needed, a progress update will be given.
- Outcomes, investigations, and any resolutions will be shared with the complainant.
Stage Two - Board Level Review
- If the complainant remains dissatisfied, they may request a Board-level review.
- An impartial Director (not named in the complaint) will lead the review or assign a senior staff member.
- The complainant will be informed who is handling the review and the expected timeline.
- A detailed investigation will follow, aiming to respond fully within four weeks.
- The outcome at this stage is final unless the Board deems external input necessary.
External Resolution
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution."
CONFIDENTIALITY
All complaints will be handled with discretion and in accordance with applicable data protection laws. Only those who need to know will be informed.
MONITORING AND REVIEW
This policy is reviewed regularly to identify trends and improve complaint handling.Responsible Directors: Connor Jordan, James Shaw, Matt Butler
Last reviewed: 16th June 2025