We take complaints very seriously and endeavour to resolve all issues in line with the ‘The Property Ombudsman’ guidelines for dealing with complaints.
As a member of The Property Ombudsman Scheme (TPOS) 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 procedures in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. We hope that any issues can be resolved quickly and amicably at branch level.
Stage One – Office Manager
Complaints should in the first instance be directed to the Office Manager. They will endeavour to liaise with you quickly and resolve your complaint immediately. We will record all verbal complaints and respond to written complaints within 3 working days. A formal written outcome of our investigation will be sent to complainants within 15 working days.
Stage Two – Director
If you remain dissatisfied after your dealings with the office manager you may address your concerns ‘in writing’ to one of the Directors. Once they have received your letter it will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.
The address to write to is
Move Opps Ltd
134 Manchester Road
Email – firstname.lastname@example.org
Stage Three – The Property Ombudsman Scheme
If you remain dissatisfied with the outcome of your complaint after dealing with the Office Manager and the Director, you may approach ‘The Property Ombudsman’.
Details of how to contact TPOS will be contained in the letter we send you as the final response to your complaint. Further information can be found online at www.tpos.co.uk
- You must make your complaint to The Property Ombudsman within 6 months of the date of our final view letter.
- The Property Ombudsman will not consider your complaint until our internal complaints procedures have been exhausted and you have received our final view letter.