Complaints Policy

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.

Scope

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.

How to make a complaint

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:

• Your full name and contact details

• The property address related to your complaint (if applicable)

• The email address associated with your MyMoove account (if applicable)

• Details of the complaint, including key dates, names of staff involved, and any supporting evidence.

• The outcome you seek from this complaint (if applicable)

Send your complaint to:

• Email: [email protected]

Stage 1 – Acknowledging your complaint

Upon receiving your complaint, we will:

• Acknowledge your complaint in writing within 3 working days.

• Begin our internal complaints process.

Stage 2 – Investigation & Response

Your complaint will be fully investigated by a relevant member of our team. We aim to:

• Respond to your complaint in writing within 15 working days.

• Address the specific issues you have raised and, where appropriate, propose resolutions.

If we need more time to investigate the complaint, we will contact you to explain the reasons and provide an updated timeline.

Stage 3 – Escalation

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:

• We will respond with a final decision within 15 working days of receiving your escalated complaint.

• We will review the initial investigation and ensure all aspects of the complaint have been considered.

Stage 4 – Final Viewpoint Letter

After completing the investigation, we will issue a Final Viewpoint Letter. This letter will:

• Summarise the findings of our investigation.

• Provide our final position on the matter.

• Provide any proposed resolutions or actions.

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.

Referral to The Property Ombudsman

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:

• Website: www.tpos.co.uk

• Address: Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

• Telephone: 01722 333306

• Email: [email protected]

Important Points

• We may make a goodwill offer to resolve your complaint. Please note that this is not an admission of liability but a gesture to help bring the matter to a close.

• If we are unable to meet any of the timescales mentioned above, we will notify you in writing, providing a clear explanation for the delay and a revised completion date.

• Should you fail to engage with our complaint process, (e.g., failure to provide necessary information or respond to correspondence), we reserve the right to close the complaint after due notice.

• We retain the right to amend or update this policy at any time. All changes will be made in accordance with legal and regulatory obligations, including compliance with The Property Ombudsman guidelines.

• If any part, term, or provision set out in this policy is unenforceable, void, or unlawful, the remaining parts, terms and provisions are considered severable and shall remain enforceable to the fullest extent permitted by law.

• Our focus is on ensuring a positive customer experience and learning from any feedback you provide.

For further assistance or general enquiries, please contact us at:

• Telephone: 0333 041 0042

• Email: [email protected]