Your Move McLaughlin Complaints Process

Making a complaint - Residential Sales

Your Move McLaughlin 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 – John Paul Redmond, Sales Manager

Complaints should, in the first instance be directed to John Paul Redmond, Sales Manager for the Your Move McLaughlin Network. John will endeavour to liaise with you quickly and resolve your complaint as soon as possible, no later than 5 working days from first notification.

Stage Two – Lynne Porch, Area Manager

If, after you have dealt with the sales manager, you remain dissatisfied you may address your concerns, in writing, to Lynne Porch. 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 McLaughlin
2 Main Street
Bothwell
G71 8 RG
Or email: bothwell@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 Marc McLaughlin, once you have received a Final Viewpoint letter from Marc McLaughlin, 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 McLaughlin 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.

Stage One – Diane Carty, Lettings Manager

Complaints should, in the first instance, be directed to Diane Carty, Lettings Manager. Diane will endeavour to liaise with you quickly and resolve your complaint as soon as possible, no later than 5 working days from first notification.

Stage Two – Lynne Porch, Area Manager

If, after your response from the Lettings Manager you remain dissatisfied, you may address your concerns, in writing, to Lynne Porch. 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 McLaughlin Property Management Department
82a Whifflet Street
Coatbridge
ML5 4EJ
Or email:

Bothwell

bothwelllettings@your-move.co.uk

Coatbridge

 bellshilllettings@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 Lynne Porch, 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.