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 – Lynne Porch, Area Manager
Complaints should, in the first instance be directed to Lynne Porch, Area Manager for the Your Move McLaughlin Network. Lynne 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 – Marc McLaughlin, Managing Director
If, after you have dealt with the area manager, you remain dissatisfied you may address your concerns, in writing, to Marc McLaughlin. 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
39 Main Street
Uddingston
G71 7EP
Or email: uddingston@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 – Angelina Bunting, Lettings Co ordinator
Complaints should, in the first instance, be directed to Angelina Bunting, Lettings Co ordinator. Angelina will endeavour to liaise with you quickly and resolve your complaint as soon as possible, no later than 5 working days from first notification.
The address to write to is:
YOUR MOVE McLaughlin Property Management Department
169 Main Street
Bellshill
ML4 1AH
Or email: angelina.bunting@your-move.co.uk
Stage Two – Lynne Porch, Area Manager
If, after your response from the Lettings Co-ordinator 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 Customer Relations Department
169 Main Street
Bellshill
ML4 1AH
Or email: lynne.porch@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.