Complaints Procedure

We want every client to be happy with the service they receive. If something has gone wrong, or you feel we have fallen short of the standard you expect, we want to hear about it - and we want to put it right. This page explains how to raise a complaint and what you can expect from us.

You can raise a complaint by any of the following:

• Email: hello@millstonegroup.co.uk
• Post: The Millstone Group Ltd, Piccadilly Business Centre, Unit C Aldow Enterprise Park, Blackett Street, Manchester, M12 6AE

Please include as much detail as you can - your name, the service concerned, and what you feel went wrong - so we can investigate properly.

When you make a complaint, we will:

• Acknowledge your complaint within 5 working days of receiving it
• Assign it to the person best placed to investigate
• Investigate thoroughly and fairly
• Respond to you in writing with our findings and any proposed resolution

• Acknowledgement of your complaint: within 5 working days
• Initial response or update: within 15 working days
• Final response: we aim to resolve most complaints within 8 weeks

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of the team, or ultimately by a director of the company. Details of how to escalate will be included in our response to you.

If we have not resolved your complaint within 8 weeks, or you remain dissatisfied after our final response, you may be able to refer the matter to the relevant external body or regulator, depending on the nature of your complaint. We will tell you which body is appropriate in our final response.

If your complaint is about how we have handled your personal data, please contact our Data Protection Team at dpo@millstonegroup.co.uk. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk. See our Privacy Policy for more detail.

We keep a record of every complaint we receive and the steps we take to resolve it. This helps us identify patterns, learn from mistakes, and improve the service we offer everyone.