COMPLAINTS HANDLING POLICY AND DISPUTE RESOLUTION PROCEDURE
MILEGATE RENTALS LTD

1. INTRODUCTION AND PURPOSE
1.1. Milegate Rentals Ltd (hereinafter referred to as “the Company”, “We”, “Us”, or “Our”), trading at 220 The Vale, London, NW11 8SR, is committed to providing an exemplary standard of service to all landlords, tenants, and prospective clients (hereinafter referred to as “the Complainant”, “You”, or “Your”).
1.2. We are a registered member of The Property Redress Scheme (PRS). As such, We adhere strictly to the codes of practice and statutory obligations required by this membership.
1.3. The purpose of this document is to set out, in exhaustive detail, the internal and external mechanisms available for the raising, investigation, and resolution of grievances. This policy is designed to ensure transparency, fairness, and compliance with the relevant legislation.

2. DEFINITIONS AND INTERPRETATION
2.1. “Complaint”: An oral or written expression of dissatisfaction, whether justified or not, regarding the provision of, or failure to provide, a service.
2.2. “Working Day”: Any day other than a Saturday, Sunday, or public holiday in England.
2.3. “The Scheme”: The Property Redress Scheme (PRS).

3. SUBMISSION OF COMPLAINTS
3.1. To ensure a comprehensive investigation, all formal complaints must be submitted in writing. While oral feedback is noted, the formal procedure defined herein is triggered strictly upon receipt of a written grievance.
3.2. Complaints should be directed to the designated Office Manager via the following primary channel:
Email: info@milegategroup.co.uk
Post: The Office Manager, Milegate Rentals Ltd, 220 The Vale, London, NW11 8SR.
3.3. The written complaint must include:
a) The full name and contact details of the Complainant;
b) The property address to which the complaint relates;
c) A comprehensive chronological account of the events leading to the complaint;
d) Copies of any relevant supporting documentation; and
e) A specific statement of the remedy or outcome sought.

4. STAGE ONE: ACKNOWLEDGEMENT
4.1. Upon receipt of a formal written complaint, the Company shall issue a written acknowledgement to the Complainant.
4.2. This acknowledgement shall be dispatched within three (3) Working Days of receipt.
4.3. The acknowledgement shall confirm that the complaint has been logged in the Company’s internal records and shall enclose a copy of this Procedure for the Complainant’s reference.

5. STAGE TWO: INTERNAL INVESTIGATION
5.1. Following acknowledgement, the Office Manager (or a designated senior nominee absent the Office Manager) shall commence a rigorous internal investigation.
5.2. This investigation shall include, but is not limited to:
a) Reviewing all correspondence (email, letters, and notes of telephone conversations);
b) Interviewing relevant staff members involved in the transaction; and
c) Assessing the complaint against the Company’s Terms of Business and legal obligations.
5.3. A formal written response, detailing the outcome of the investigation and proposing a resolution where appropriate, shall be sent to the Complainant within fifteen (15) Working Days of the date of the Acknowledgement letter.

6. STAGE THREE: SENIOR REVIEW
6.1. In the event that the Complainant remains dissatisfied with the outcome of Stage Two, they may request a further review.
6.2. Such a request must be submitted in writing within ten (10) Working Days of receiving the Stage Two response, detailing specifically why the initial response is deemed unsatisfactory.
6.3. The matter will then be escalated to a Director or Senior Manager who has not been directly involved in the initial investigation.
6.4. The Director/Senior Manager will conduct a de novo review of the case file and the initial investigation.
6.5. A “Final Viewpoint Letter” shall be issued to the Complainant within fifteen (15) Working Days of receiving the request for review. This letter will confirm the Company’s final position on the matter and shall clearly state that if the Complainant remains dissatisfied, they are entitled to contact The Property Redress Scheme.

7. STAGE FOUR: INDEPENDENT REDRESS (THE PROPERTY REDRESS SCHEME)
7.1. If the Complainant is not satisfied after the receipt of the Final Viewpoint Letter, or if more than eight (8) weeks have elapsed since the formal complaint was first received and no resolution has been reached, the Complainant may refer the matter to The Property Redress Scheme (PRS).
7.2. Contact details for the PRS are as follows:
The Property Redress Scheme
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.
Website: www.theprs.co.uk
Telephone: 0333 321 9418
7.3. Timescale for Referral: The Complainant must refer the matter to the PRS within twelve (12) months of receiving the Company’s Final Viewpoint Letter.

8. VEXATIOUS AND ABUSIVE COMPLAINTS
8.1. The Company reserves the right to terminate correspondence regarding a complaint if the Complainant is deemed to be acting in a vexatious, aggressive, or abusive manner towards staff.
8.2. Such a decision will be communicated in writing, and the Complainant will be advised of their right to approach the PRS directly.

9. DATA RETENTION
9.1. All records of complaints, including correspondence and investigation notes, shall be retained by the Company for a minimum period of six (6) years in accordance with the Company’s Data Protection Policy and statutory limitation periods.

Document Version: 1.2
Last Updated: 2026
Approved by: Board of Directors, Milegate Rentals Ltd