Property Moves complaints procedure
We are committed to delivering a professional and reliable service to all our clients and customers. However, if something does go wrong, we encourage you to let us know. Your feedback helps us review our processes and continually improve the standards of service we provide.
If you wish to make a complaint, please submit it in writing and include as much relevant detail as possible. We will acknowledge and respond to your complaint in accordance with the timeframes outlined below. If we have not resolved your complaint within eight weeks you may have the option to refer the matter to the Property Ombudsman for consideration without waiting for our final response.
What will happen next?
- We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
Unit 159756
PO Box 7169
Poole
BN15 9EL
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.