If for any unfortunate situation, you have to make a complaint, our complaint procedure is as follows:
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Our aim is to provide a first class service and to do everything we can to ensure you are satisfied.
If you feel that we have fallen short of this standard and you wish to complain, we ask that you first telephone the person who has had conduct of your matter and explain that you are dissatisfied with an aspect of the service you have received.
If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your matter then you should set out your complaint in writing to:
Human Resources Department
Lets Move Agency Ltd
And/or by email at: firstname.lastname@example.org
In order to resolve your complaint, we would ask that you include the following information and
evidence, if applicable:
An outline of your complaint explaining why you feel that we have fallen short of our first
What you would like us to do to resolve it
Any specific details that you feel would assist us with resolving your complaint. Including,
but not limited to:
Names of Advisors you have spoken to in connection with the complaint
The Branch Name in connection with the complaint
Time(s) and Date(s) of the incidence(s)
Telephone number(s) and or Address(es) you have used to contact us
Any written correspondence in connection with your complaint
Any other document in support of your complaint
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.
The timescales for dealing with a complaint are as follows:
You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3
working days of receipt of your complaint.
Within 10 working days of the acknowledgement, you will receive a full response.
If we are unable to resolve the matter within the 10 working days as stated above, we will
provide you with reasons why we could not meet this time frame and provide you with an
estimate of when a full response will be received
After our final written response, we may deem the complaint closed. If we deem the matter
closed then we reserve the right not to enter into any further correspondence.
We are members of the Property Redress Scheme. If you remain unhappy with the response
received from us and have exhausted our complaints procedure, you can contact the Property
Redress Scheme to ask them to investigate your complaint.
In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
• You have waited 8 weeks from the date of your written complaint to us for a response; and
• It is still within 6 months from the our last communication with you regarding this complaint.
The Property Redress Scheme is a government approved Redress Scheme who resolves complaints
between Members and their consumers. The complainant must have exhausted the Member’s
internal complaints procedure and remain dissatisfied with the Member’s response. The Property
Redress Scheme is free to use for the complainant and further information and guidance on how
to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress Scheme directly or
alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme
contact details are as follows:
By Email: email@example.com
By post at:
The Property Redress Scheme
Ground Floor, Kingmaker House
Station Road, New Barnet
Property Redress Scheme
Kingmaker House | Station Road | Barnet | Herts | EN5 1NZ
T. 0208 275 7131
HF Resolution Ltd trading as
Property Redress Scheme
Registered Office: Elwood House,
42 Lytton Road, Barnet, Herts,
Registered in England 08994516