Complaints

We operate a formal complaints procedure and a copy is available upon request. We are also a member of The Property Ombudsman Scheme for estate agents (TPOS) and follow the Code of Practice.

Any complaints about the Services can be made in writing and sent via email to customercare@bettermove.co.uk.

Please include your name, the property address, a daytime contact number and a summary of what has happened, so that we can look into it as quickly as possible.

1. We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
2. We will then investigate your complaint. This will normally be dealt with by the customer relations manager, who will review your file and speak to the member of staff who dealt with you. A formal outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement.
3. 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 the office manager.
4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
5. If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.

You may refer your complaint to The Property Ombudsman within twelve months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman
Telephone: 01722 335 458
Website: www.tpos.co.uk