Move Residential Complaints Procedure

We strive to provide a professional service to all our clients and customers. However, we understand sometimes we don’t get things right, when this happens we need you to tell us about it so we can make improvements to how we operate. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timescale set out below:

For Sales complaints

In the first instance, all complaints should be referred to the Branch Manager of the office concerned. In the event your issue is not resolved, or if your complaint is regarding the Branch Manager please contact Company Director, Scott Morgan directly via email scottmorgan@moveresidential.co.uk alternatively, send a letter to 52-54 Allerton Road, Liverpool L18 1LN. We will respond acknowledging receipt of your complaint within three working days of receiving it. A formal, written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

For Lettings complaints

All complaints should be referred to maintenance@moveresidential.co.uk. In the event your issue is not resolved please contact Lettings Manager Joshua Pemberton-Simms via email to josh@moveresidential.co.uk. Alternatively, send a letter 21 Allerton Road, Liverpool L18 1LG. We will send you response acknowledging receipt of your complaint within three working days of receiving it. A formal, written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

If you remain dissatisfied, 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 01722 333 306 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 complaint’s procedure, before being submitted for an independent review