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Complaint processes

Making a complaint - Residential Sales

Your Move is a founder member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.

Stage One – Branch Manager

Complaints should, in the first instance, be directed to the Manager of the estate agency branch you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.

Stage Two – Customer Relations Department

If, after you have dealt with the local branch manager, you remain dissatisfied you may address your concerns, in writing, to the Customer Relations Department. Once received your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.

The address to write to is:

YOUR MOVE
Customer Relations Department
Newcastle House
Albany Court
Newcastle Business Park
Newcastle upon Tyne
NE4 7YB
Or email: salescomplaint@your-move.co.uk

Stage Three – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department, and once you have received a Final Viewpoint letter from the Customer Relations Department, you may approach the Property Ombudsman.

Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.

  • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.
  • The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.

Making a complaint - Lettings

Your Move is a voluntary member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place for lettings.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager level.

Stage One – Manager

Complaints should, in the first instance, be directed to the local Manager you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.

Stage Two – Area Director

Should the local Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Director who will respond within 7 working days from receipt.

Stage Three – Customer Relations Department

If, after your response from the Area Director, you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Department. Once received your letter will be acknowledged within 24 hours, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale.

The address to write to is:

Your Move 
Customer Relations Department
2nd Floor
2 Charlotte Place
Southampton
Hampshire
SO14 0TB

Or email: custrelationslett@your-move.co.uk

Stage Four – The Property Ombudsman

Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Customer Relations Department, you may approach the Ombudsman.

Contact details for the Ombudsman will be included in the Final Viewpoint letter.

For your information:

  • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.

Please note that Your Move franchises operate their own complaints procedures.  

The Property Ombudsman website can be found here: www.tpos.co.uk

Making a complaint - Financial Services

Your Move is an appointed representative of First Complete Limited, therefore any complaint regarding the advice, arrangement of or service, relating to mortgage or insurance provision is handled by the First Complete Compliance Department.

First Complete Ltd is authorised and regulated by the Financial Conduct Authority for the purpose of arranging and advising on regulated mortgage contracts and non-investment insurance contracts.

We will endeavour to treat you fairly at all times should it become necessary for you to make a complaint against one of our Advisers at Your Move. Our highest priority will be to ensure a quick and satisfactory resolution to your complaint.

Verbal Complaints
If you have complained verbally to your Adviser or a member of their staff, please be aware that the individual who you spoke to will not have been permitted to have a detailed conversation with you about the nature or reason for your complaint. In accordance with First Complete Ltd’s complaint handling procedures, they will have simply passed all your details to the Compliance Team, in order for your complaint to be dealt with as outlined below.

Written Complaints
If you complained in writing then your letter and any associated documentation will have been passed to the Compliance Team to deal as outlined below.

Email
We will deal with complaints received in any form including email. However please be aware that email is not a secure form of correspondence and is equivalent to an open post card. Please avoid putting personal information such as bank details in an email. In order to avoid the risk of identity theft through email we will normally only correspond with you via ordinary post.

The address to write to is:
First Complete Limited
Compliance Department
Newcastle House
Albany Court
Newcastle Business Park
Newcastle upon Tyne
NE4 7YB
Tel: 0191 2334685
E.mail: compliance@first-complete.co.uk

Stage One – Acknowledgement

We will acknowledge your complaint in writing within 5 working days of First Complete Ltd receiving your complaint.

This letter will provide you with contact details for the Department handling your complaint. We may ask you at this stage to sign and return a letter of authority, which will then permit your lender or insurer to divulge information from your file, which we may need during our investigation.

Stage Two – Review

We will carry out an independent review of your complaint and will aim to respond to your complaint promptly and fairly.

It is important that you provide any information or paperwork that will assist First Complete Ltd resolve your complaint as soon as possible.

Stage Three – Processing

We will keep you informed of the progress of your complaint.

  • If we have been unable to resolve your complaint within 4 weeks we will write to you again to explain why our investigation is still in progress and to let you know that we will be in touch again within at least the next 4 weeks.
  • If we are unable to resolve your complaint within 8 weeks of its receipt, we will write to you providing any reasons for the delay, advise you of your right to refer to the Financial Ombudsman Service, and enclose a leaflet which explains how you can do this.

Stage Four – Outcome

We will inform you in writing of the outcome of our investigation. This Final Response letter will also advise:

  • (Where appropriate) the nature and terms of any offer made that we deem to be a fair and reasonable in settlement of your complaint.
  • That if you are not satisfied with the outcome of our investigation you may refer to the Financial Ombudsman Service within six months of the date of our final response. We will also enclose a leaflet explaining how you can do this.

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