Your Move 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 at Manager level.
Stage One – Manager
Complaints should, in the first instance, be directed to the local Manager you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.
Stage Two – Area Director
Should the local Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Director who will respond within 7 working days from receipt.
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 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 Customer Relations Department 2nd Floor 2 Charlotte Place Southampton Hampshire SO14 0TB