Complaint Handling Process

Milestone Global Resources Ltd is committed to the highest standards of service and compliance. Each of our offices is bound by the relevant organisation ’s Code of Practice. We understand that sometimes things can go wrong and if they do, we are committed to resolving problems with the minimum of inconvenience.

Our aim is to provide a first-class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this standard and you wish to complain, we ask that you first telephone the person who has been your contact and explain that you are dissatisfied with an aspect of the service you have received.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at info@msgconnects.co.uk. 

If you still remain unhappy with the way your complaint has been dealt with then you should set out your complaint in writing to:

Milestone Global Resources Ltd
Suite 205, Island Business Centre
18-36 Wellington Street
London SE18 6PF

And/or by email: info@msgconnects.co.uk.

We have a standard procedure for handling complaints which is as follows:

Stage 1 – Making a complaint
In the first instance your complaint should be directed in writing either by letter or email and address it to the Milestone Global Resources Ltd Manager. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Stage 2 – Our Acknowledgement
Your complaint will be acknowledged within 3 working days of receiving your complaint and we will start our in-house complaints process.

Stage 3 – Our Investigation
Your complaint will be investigated and our compliance manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint.

Stage 4 – Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated and our compliance manager will provide a formal written response outlining our final position and proposing resolutions where appropriate within 15 working days of receiving your subsequent complaint.

Stage 5 
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to the relevant organisation as stated below:

Contact Details	Contact Address Details	Telephone and Email Address
Children’s Commissioner for England	Anne Longfield (OBE),  The Office of the Children’s Commissioner Sanctuary Buildings 20 Great Smith Street London SW1P 3BT	Tel: 020 7783 8330 Email: info.request@childrenscommissioner.gsi.gov.uk
Ofsted	Piccadilly Gate Store Street Manchester M1 2WD	Tel: 0300 123 1231 They will take details of concerns and respond appropriately and proportionately to the information divulged.
The Care Quality Commission	Citygate Gallowgate Newcastle upon Tyne NE1 4PA	Telephone: 03000 616161
The Parliamentary and Health Service Ombudsman	Millbank Tower Millbank London SW1P 4QP	Tel. 0345 015 4033
The Local Government Ombudsman	10th Floor, Millbank Tower, Millbank, London SW1P 4QP	Advice Line Tel: 0300 061 0614  [for complainants]
The Property Ombudsman	The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP	Tel No: 01722 333 306 Email: admin@tpos.co.uk Website: www.tpos.co.uk

You must refer your complaint to the relevant organisation within 12 months of the date of our final viewpoint letter.