Nation Move

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Complaints Procedure

Here at Nation Move we’re committed to providing excellent customer service, and our aim is to achieve a 97% customer satisfaction rate. We set ourselves high standards in every aspect of the business we conduct in order to ensure you receive the very best service we can provide. As a valued Nation Move customer, you expect a first class service from us. If you believe we have made a mistake, it’s important to our ongoing success and value for our customers that you tell us. We will do everything we can to put it right for you. Nation Move is a member of ‘The Property Ombudsman’ scheme so in the unlikely event we are unable to resolve your complaint, you will be able to have it viewed independently by the property ombudsman. Please note that the Ombudsman will not investigate your complaint until you have completed our complaints procedure and have received our final response. At every stage of our complaints procedure, we promise to listen to you and will do everything we can to resolve your problem. In order for us to deal with your complaint efficiently, we need as much detail from you as possible. We ask that you send us a letter to Nation Move Ltd, 102 Queslett Road East, Sutton Coldfield, Birmingham, West Midlands, B74 2EZ. Please mark your letter for the attention of the Managing Director who will be dealing with your complaint from the outset. Your letter should clearly state why you are dissatisfied and what action you wish Nation Move to take to fully resolve your complaint. We will send a letter of acknowledgement to you within 3 working says. This letter will detail our understanding of your complaint and when we expect to reply to you in greater detail. We may ask you for further information if this is required by us in resolving the matter. We aim to deal with your complaint as quickly and efficiently as possible. In exceptional cases, by the end of seven weeks following receipt of your complaint, Nation Move will have given you its final response in writing. If you are still not satisfied with the steps taken by Nation Move to deal with your complaint, you can write to: The Property Ombudsman Ltd Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP Telephone (01722) 333306 or email admin@tpos.co.uk The Property Ombudsman will consider your complaint, taking into account any points that have been made by you and Nation Move. The Ombudsman may refuse to investigate your complaint should your issue refer to a matter that occurred more than 12 months ago before you complained to us, or you referred your complaint to the Ombudsman more than six months after receiving our final response. The Ombudsman’s office may attempt to settle the dispute by agreement between you and Nation Move. If this is unsuccessful, the Ombudsman will consider all the relevant information and form a decision according to what he believes is fair. A copy of our code of practice can be found on our website. Alternatively, you can request an e-copy of the code of practice by emailing us at enquiries@nationmove.co.uk.

Last updated at 8/15/2014, 5:39:25 AM by allAgents

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