Should you have any problems with Malixons service that you are unable to resolve with the member of staff involved, you should write to the branch manager. This complaint will be acknowledged with three working days of receipt and an investigation undertaken. A formal
written response will be sent to you within 15 working days.

If you remain dissatisfied, you should write to the Director of the department in question. The same time limits will apply.

If you remain dissatisfied, you should write to the Managing Director (MD). The same time limits will apply.

Following the MD’s investigation, a written statement expressing Malixons final view will be sent to you and will include any offer made.

This letter will confirm that you are entitled, if dissatisfied, to refer the matter to the Property Redress Scheme PRS for a review.

For avoidance of doubt, PRS will only review complaints made by consumers.