Complaints Handling Policy

We are committed to providing a high-quality service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you wish to raise a complaint, please contact us with the details.

The procedure detailed below aims to resolve your complaint within eight weeks, where possible.

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.

Requesting an independent review

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House, 
43-55 Milford Street, 
Salisbury, 
Wiltshire, SP1 2BP.

Tel: 01722 333 306
Email: admin@tpos.co.uk 
Web: www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

The Property Ombudsman

The Property Ombudsman

Moving Made Easy are proud to be a member of The Property Ombudsman scheme which exists to settle disputes between property businesses, such as estate agents, letting agents and property management agents, and consumers.

Find out more about TPO here – https://www.tpos.co.uk/

For more information or to discuss your requirements call your local
Moving Made Easy office or complete the Contact Form
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