Your Move Chris Stonock Complaints Process
Making a complaint - Residential Sales
Your Move Chris Stonock is a member of The Property Ombudsman Scheme (TPOS). We are dedicated to delivering the highest standards of customer service as your trust and satisfaction are of paramount importance to us. To safeguard your interests, we have implemented the following complaints process.
The aim of the process is to promptly address and resolve all customer issues or concerns. We are committed to achieving a swift and amicable resolution at branch level, with the primary goal of ensuring customer satisfaction.
Stage One – Branch Manager
Your complaint should be directed to the Branch Manager who will liaise with you promptly and aim to resolve your complaint as quickly as possible. Your complaint will be acknowledged within 3 working days from first notification (excluding weekends and public holidays) and you will receive a response within 15 working days from first notification.
YOUR MOVE Chris Stonock Customer Relations Department
53 Front Street
Chester le Street
Co. Durham
DH3 3BH
Or email: YMCSheadoffice@your-move.co.uk
Stage Two – Area Director
If you remain dissatisfied following the response from the branch manager you may address your concerns, in writing, to the Area Director. Your letter will be acknowledged within 3 working days from first notification, (excluding weekends and public holidays) and you will receive our written final viewpoint within 15 working days of receipt of your complaint.
The address to write to is:
YOUR MOVE Chris Stonock Customer Relations Department
53 Front Street
Chester le Street
Co. Durham
DH3 3BH
Or email: YMCSheadoffice@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 Area Director, once you have received a Final Viewpoint letter, 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. For your information:
- 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 Chris Stonock is a member of The Property Ombudsman Scheme (TPOS). We are dedicated to delivering the highest standards of customer service as your trust and satisfaction are of paramount importance to us. To safeguard your interests, we have implemented the following complaints process for Lettings.
The aim of the process is to promptly address and resolve all customer issues or concerns. We are committed to achieving a swift and amicable resolution at branch level, with the primary goal of ensuring customer satisfaction.
Stage One – Area Lettings Manager
Your complaint should be directed to the Area Lettings Manager, who will liaise with you promptly and aim to resolve your complaint as quickly as possible. Your complaint will be acknowledged within 3 working days from first notification (excluding weekends and public holidays) and you will receive a response within 15 working days from first notification.The address to write to is:
YOUR MOVE Chris Stonock Customer Relations Department
53 Front Street
Chester le Street
Co. Durham
DH3 3BH
Or email: YMCSheadoffice@your-move.co.uk
Stage Two – Area Director
If you remain dissatisfied following the response from the Area Lettings Manager, you may address your concerns, in writing, to the Area Director. Your letter will be acknowledged within 3 working days from first notification, (excluding weekends and public holidays) and you will receive our written final viewpoint within 15 working days of receipt of your complaint.
The address to write to is:
YOUR MOVE Chris Stonock Customer Relations Department
53 Front Street
Chester le Street
Co. Durham
DH3 3BH
Or email: YMCSheadoffice@your-move.co.uk
Stage Three – The Property Ombudsman
Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from our Area Director, 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.