Residential Complaints Handling Procedure
At
Making Moves Residential, we take pride in delivering exceptional client service. However, we understand that sometimes things don’t go as planned. If you have a concern, we want to hear about it—your feedback helps us improve.
If you wish to make a complaint, please submit it in writing, providing as much detail as possible. We will review your concerns and respond within the timeframes outlined below. If, after eight weeks, you feel we haven’t fully addressed your complaint, you have the right to escalate it to The Property Ombudsman.
Our Complaints Process: What Happens Next?
1. Acknowledgement
We will send you a written acknowledgement within three working days of receiving your complaint, along with a copy of this procedure.
2. Investigation
Our Operations team will review your file and any relevant interactions you’ve had with us. We aim to send a formal written response within 15 working days of our acknowledgement letter.
3. Further Review
If you remain dissatisfied, please let us know. A senior member of our team will reassess your case and issue our final response within 15 working days of your request for a review.
4. Independent Review
If you’re still not satisfied—or if eight weeks have passed since you first raised the complaint—you may refer the matter to The Property Ombudsman at no cost to you.
Contact Details for The Property Ombudsman
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Important Notes
- You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response, along with any supporting documentation.
- The Property Ombudsman will only consider complaints that have been addressed through our in-house procedure first.
We appreciate your patience and the opportunity to resolve any concerns. Thank you for working with us.
