Resources
Effective 02/09/2024. Version 1
Moove House Limited (“Moove”, “we”, “us”) is committed to providing the highest standards of service to our clients. However, we acknowledge that there may be instances where our service does not meet the expectations of our customers. In such cases, we welcome feedback and will strive to resolve any issues efficiently and professionally. This policy outlines our formal procedure for handling complaints.
This policy applies to all customers of Moove who wish to lodge a formal complaint regarding the services provided by the company. A complaint is defined as any expression of dissatisfaction where a resolution cannot be achieved through initial customer service channels.
If you have a complaint, we kindly ask that you provide the details in writing via email. Your complaint will be acknowledged, and we will respond in line with the timeframes and stages outlined below. Our goal is to resolve the matter in no longer than 8 weeks.
Please include the following information in your complaint:
Send your complaint to:
Upon receiving your complaint, we will:
Your complaint will be fully investigated by a relevant member of our team. We aim to:
If we need more time to investigate the complaint, we will contact you to explain the reasons and provide an updated timeline.
If you are not satisfied with our initial response, you may escalate the complaint by notifying us in writing. Your complaint will then be subject to further independent review by a senior member of staff. The same investigation and resolution timeframes will apply:
After completing the investigation, we will issue a Final Viewpoint Letter. This letter will:
If the complaint remains unresolved to your satisfaction, you have the right to refer your complaint to The Property Ombudsman (TPO) who will assess the best route for resolution.
Should you be unhappy with our final response, or if your complaint remains unresolved after 8 weeks, you can refer the matter to The Property Ombudsman. You have up to 12 months from the date of our final viewpoint letter to escalate your complaint.
Contact details for The Property Ombudsman:
For further assistance or general enquiries, please contact us at: