Complaints Procedure


At Movehome, we are committed and we strive to provide a professional service to all our clients. We have a structured complaints procedure in place, so that concerns are dealt with efficiently and quickly.

Kindly please follow this process

  • If something did not go well and you want to raise a complaint, speak to your negotiator first. Raise it verbally with them.
  • If for instance, there has not been any resolution, you can escalate your complaint by writing at info@movehome.co.uk to the office manager. Your complaint will be acknowledged within three days of receipt. The manager will investigate the complaint with the negotiator. A formal written outcome of the investigation will be sent to you within fifteen working days.
  • If at this stage, you are still not satisfied with the outcome, you can then contact the Property Ombudsman to request an independent review:
    • The Property Ombudsman Ltd
      Milford House
      43-45 Milford Street
      Salisbury
      Wiltshire
      SP1 2BP
      01722333306
      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, 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.