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Our Branches

Barming – 01622 720000
Bearsted – 01622 730020
Headcorn – 01622 890089
Larkfield – 01732 875706

Maidstone – 01622 691255
Snodland – 01634 240966
West Malling – 01732 844111
Period Homes Malling – 01732 844111

Period Homes Weald – 01622 850888
Lettings & Management – 01732 875777
New Homes – 01732 221411

Book a Valuation

If you would like a no obligation, professional valuation on your property, please complete our valuation form and one of our appraisal team will be in touch to book an appointment.

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Complaints Procedure

Customer Complaints Procedure

We are committed to delivering a professional and high-quality service to all our clients and customers. However, if something goes wrong, we want to hear about it. Your feedback helps us improve our service and address any concerns efficiently and effectively.

If you have a complaint, please submit it in writing via letter or email, providing as much detail as possible. We will acknowledge and respond to your complaint in accordance with the timescales outlined below. Our aim is to resolve all complaints within a maximum of eight weeks.

Our Complaints Process

1. Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 3 working days of receiving it.

2. Investigation and Response

Your complaint will generally be investigated by the Branch Manager, who will provide a formal written response addressing your concerns and proposing any necessary resolutions. We aim to provide this response within 15 working days of receiving your complaint. If additional time is required, we will inform you in writing and provide an updated response timeline.

3. Escalation of Complaint

If you are not satisfied with the Branch Manager’s response, you may escalate your complaint to the Managing Director, Mr Gavin Curd. You can contact him via email atheadoffice@simonmiller.co.uk or send a written complaint to:

Mr Gavin Curd
Simon Miller & Company Head Office
11 Colman Parade
Colman House
Maidstone
Kent
ME14 1DJ

We will acknowledge receipt of your escalated complaint within 3 working days. A comprehensive review will be conducted, and a final written response will be provided within 15 working days. If additional time is required, we will notify you accordingly.

4. The Property Ombudsman (TPO)

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman (TPO) for an independent review.

Contact Details for The Property Ombudsman:

Milford House
43-55 Milford Street
Salisbury
SP1 2BP
Telephone: 01722 333306
Website: www.tpos.co.uk

Important Notes:

Complaints must be referred to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

The Property Ombudsman requires that all complaints are addressed through our internal complaints procedure before an independent review is conducted.

We take all complaints seriously and appreciate your cooperation in following this procedure. Thank you for helping us maintain and improve our standards of service.