Complaints procedure
If something's gone wrong, we want to know and put it right. Here's exactly how we handle complaints and how long each step takes.
Step 1: Tell us
Contact us however suits you:
- Email: hello@millandkey.co.uk
- Phone or WhatsApp: 07392 395913
- Post: Mill & Key Ltd, Suite A, 82 James Carter Road, Mildenhall, IP28 7DE
Tell us what happened, the property address and what you'd like us to do. If you have photos, messages or documents, include them.
We'll acknowledge your complaint within 3 working days and send you a full written response within 15 working days. If we need longer to look into it, we'll tell you why and when you'll hear from us.
Step 2: Ask for a review
If you're not happy with our response, ask us to review it. Reply to our response, or contact us as above, within 30 days.
Your complaint will be reviewed by the director. We're a small business; if the reviewer was involved in the original issue, we'll tell you.
We'll acknowledge your request within 3 working days and send our final response within 15 working days. That final response will tell you how to take the complaint to our redress scheme.
Step 3: Go to our redress scheme
We're in the process of joining an independent redress scheme. Once that's confirmed, if you're still not satisfied, or we haven't resolved your complaint within 8 weeks of you first making it, you'll be able to refer it to them for free.
We'll add the scheme's name, membership number, website and phone number here as soon as we've joined.
Until then, please use Step 2 above, or contact us directly using the details on this page.
Tenants and guests
Tenants and guests can use this procedure too. Guests can also contact the booking platform they used, such as Airbnb or Booking.com.
What we do with complaints
We keep a record of every complaint and what we did about it, and we review them regularly to fix the cause, not just the one problem.