COMPLAINTS
Property Moves complaints procedure
We are committed to providing a professional 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 have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
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:
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 complaints procedure, before being submitted for an independent review.
Last updated at 12:21 PM 29/09/2022 by allAgents
A second viewing was conducted by Matthew just prior to you moving in, at this stage he noted down and took pictures of points queried (Faulty lightbulb in bathroom and mezzanine, cleaning and did you have access to the cupboard in the hallway). This information was forwarded onto your landlord straight away requesting they were resolved for your move day 2 days later.
From the outset in my opinion you were made aware it was Introduction only as the ongoing fees, eg 'Tenancy extension cost' was deleted from the holding deposit form you signed when you agreeing to take the property.
We have dealt with this landlord since 2013 and in this time we have had no complaints against her, also on this occasion she fully redecorated the property ensuring it presents well for incoming tenants.
Please accept my apologies if you felt the property wasn't up to standard in certain areas but I do feel we acted in good faith relaying maintenance issues raised and cannot force a client to carry them out, nor did we wish to delay your move date.