Complaint process

Making a complaint - Residential Sales

Your Move is a 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 and to make sure we put mistakes right, we have the following complaints process.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers' satisfaction by our branch colleagues.

Stage One – Branch Manager

Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing, within 3 working days, in line with this procedure and then endeavour to liaise with you to resolve your complaint immediately, but no later than 15 working days from letter of acknowledgement.

Stage Two – Customer Relations Department

If, after you have dealt with the local Manager, you remain dissatisfied, you can request a review of your complaint, in writing, by the Customer Relations Department. Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request for a review. If longer is required you will be notified in writing with an explanation and indication of the timescale.

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 Service

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department,  or 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.

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 or email admin@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 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 and to make sure we put mistakes right, we have the following complaints procedure.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases many issues can be resolved quickly and amicably to customers' satisfaction by our branch colleagues.

Stage One – Manager

Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing, within 3 working days, in line with this procedure and then endeavour to liaise with you and resolve your complaint immediately but no later than 5 working days from our letter of acknowledgement.

Stage Two – Area Director

Should the local Manager not be able to resolve your complaint to your satisfaction, you can request that we refer the matter to the Area Director who will respond within 7 working days but no more than 15 working days from when your complaint was first made to the Branch.

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 and you will receive a final viewpoint response within 15 working days from receipt of your request for review. If longer is required you will be notified in writing with an explanation and indication of the timescale.

The address to write to is:

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

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

Stage Four – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department or 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.

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 or email admin@tpos.co.uk. 

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.
• The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.

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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