Neil Miller-Chalk Threat Customers for Legitimate Complaints - Worst Customer Service

Dolphin Square failed to comply with their Complaints Procedure and the General Manager Neil Miller-Chalk wrongly accused me harassing him for my reasonable comments and concerns because he unbelievably failed to understand the issue.


According to Dolphin Square Complaint Procedure, complaints need to be sent to the appointed email address and an explanation can be expected within 10 days. I sent my complaint to this email account twice and received no reply. I asked Neil why this happened but go no reply regarding to this issue.


Neil's PA was not the relevant person to give me an official reply, so I was expecting Neil Miller-Chalk’s reply. I chased him up and he replied in a short email without stating that it was a final response.


I sent him two emails - one with my reasonable comments and one with my concerns - got no reply. I therefore sent him an email requesting ‘Completion of Matter’ / Completion of Procedure letter with a deadline. The deadline was missed and I sent him an email stating that I received no further response from them as they failed to comply with their internal complaint procedure and produce me a CoP letter.

Neil’s unprofessional reaction was strong that he accused me of harassing him and his employees. I would state that I was exercising my right to raise complaints and concerns with reasonable comments. This is a wrongly and unfairly accuse. In addition, Neil did not clearly state that his final email was a final response, and I was therefore chasing him up to answer my concerns and asking the CoP letter, which is equivalent to ‘final response’. Neil did not reply me – which can be considered as violating the Procedure as I automatically expect his reply before CoP/final response (he has obligation too). 

Therefore, what I sent (reasonable comments and concerns) were not harassing. I also did not cause any distress to him and his employees. I think his final response, which contains an offensive and wrong accuse to a weaker side of stakeholders, is inappropriate, unprofessional and extremely unacceptable. In this issue, he also failed to comply with the Procedure. 

There was no monitoring/regulating/supervision to the behavior of General Manager. As Neil failed to understand my reasonable concerns and complaint letter, which is quite long to explain the matter in full detail, it is not, however, surprising as he was graduated from University of West London which is consistently sitting in the very bottom 10 of the UK university rankings (No one heard of this university). And probably he could not have the required English language ability for a head of an organisation to act in the position of Dolphin Square's General Manager. For the rationale and the legal terms behind the complaints, it is understandable for such education background.

I wish Neil's successor can reasonably review the practice and culture and focus on not bullying customers and improving customer services.

The bully, oppression and unfair/wrongly accusation were definitely unacceptable and Neil Miller-Chalk must be sacked. The company cannot be good if the top is under performing.

Will you rent from someone who wrongly accuse you harassing just because you made complaints, seeked answers from him and made some fair comments/suggestions? Worst and most disgusting person ever!