Your Move is 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 – Branch Manager / Senior Co-ordinator
Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing within3 working days 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.
Stage Two – Area Lettings Director / Team Leader
Should the local Manager not be able to resolve your complaint to your satisfaction, you can request that we refer the matter to the Area Director who will respond within 7 working days but no more than 15 working days from when your complaint was first made to the Branch.
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 and you will receive a final viewpoint response within 15 working days from receipt of your request for review. If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is:
Your Move Lettings
Customer Relations Department
2 Charlotte's Place
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department or 8 weeks has elapsed since the complaint was first made, you may approach the Property Ombudsman without charge.
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 or email firstname.lastname@example.org.
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.
The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.
Franchise Complaints Procedure
Please note that Your Move franchises operate their own complaints procedures.