Your Move First Complaints Process
Making a complaint - Residential Sales
Your Move First are members 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 – Stephen Evans, Branch Manager
Complaints should, in the first instance be directed to, Stephen Evans, Branch Manager for the Your Move First Network. Stephen will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.
The address to write to is:
Your Move First
13 St Leonard Street
Lanark
ML11 7AB
Or email: Stephen.Evans@your-move.co.uk
Stage Two – Graeme Henderson, Business Owner
If, after you have dealt with the branch manager, you remain dissatisfied you may address your concerns, in writing, to Graeme Henderson. Once received your letter will be acknowledged within 3 working days and you will receive a response within 14 working days from receipt of your letter.
The address to write to is:
Your Move First
13 St Leonard Street
Lanark
ML11 7AB
Stage Three – The Property Ombudsman
Once the internal Your Move First complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from Graeme Henderson, you may approach the 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 First are 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 – Lee Rossi, Lettings Manager
Complaints should, in the first instance be directed to, Lee Rossi, Lettings Manager for the Your Move First Network. Lee will acknowledge your complaint in writing, within 3 working days of receipt, 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.
The address to write to is:
Your Move First
13 St Leonard Street
Lanark
ML11 7AB
Or email: Lee.Rossi@your-move.co.uk
Stage Two – Graeme Henderson, Business Owner
Should the lettings manager not be able to resolve your complaint to your satisfaction, you can request that we refer the matter to the business owner who will respond within 7 working days but no more than 15 working days from when your complaint was first made to the Branch.
The address to write to is:
Your Move First
13 St Leonard Street
Lanark
ML11 7AB
Stage Three – The Property Ombudsman
Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from TGraeme Henderson, 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.