Making a complaint - Lettings

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 – Branch Manager / Senior Co-ordinator

Complaints should, in the first instance, be directed to the local Manager you have been dealing with at the local branch, or the relevant Senior Co-ordinator at the Lettings Centre. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than five working days from first notification.

Stage Two – Area Lettings Director / Team Leader

Should the local Manager or Senior Co-ordinator not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Lettings Director, or relevant Team Leader at the Lettings Centre, who will respond within seven working days from receipt.

Stage Three – Customer Relations Department

If, after your response from the Area Lettings Director or Team Leader, 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 Lettings
Customer Relations Department
2nd Floor
2 Charlotte's Place
SO14 0TB

Or email:

Stage Four – The Property Ombudsman

Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Customer Relations Department, you may approach the Ombudsman.

Contact details for the Ombudsman will be included in the Final Viewpoint letter or information can be found at

The Property Ombudsman
First Floor Milford House
43-55 Milford Street

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.

Franchise Complaints Procedure

Please note that Your Move franchises operate their own complaints procedures.