Overview
How we will treat your complaint
At Moving ln, we do everything we can to make sure our customers get the best possible service.
We do recognise, however, that we don’t always get it right. When that happens we always encourage you to tell us about your complaints so that we can put matters right.
We want to:
- make it easy for you to raise your complaint
- listen to your complaint
- consider how you’d like us to resolve your complaint
- make sure you’re satisfied with how your complaint was handled
This text explains what to do if you have any complaints about the Moving ln service. lt also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.
How and where to complain
lf you are not satisfied with any aspect of our service or products, you can tell us about your concerns
in the following ways:
- ln writing – to:- The Company Director, Boundary House, 9 Boundary Way, Poringland, Norwich, Norfolk, NR14 7JD
- By telephone – use our offlce number : 01508 493330
- By email – lettings@movinginnorfolk.co.uk
How long will it take?
3 Days
We will acknowledge any written complaint within 3 working days and a proper investigation promptly undertaken.
15 Days
A formal written outcome of our investigation will be sent within 15 working days.
8 Weeks
ln the unlikely event we cannot reach agreement with you by the end of 8 weeks we will send you a
‘Final Response’ letter which will explain our final position.
What happens it we can’t reach agreement
Moving ln is a member of the ‘ The Property Ombudsman” and if we cannot reach agreement with you, the ‘Final Response’ letter, will clearly set out the Company’s position with regard to your complaint and will also allow you to contact the The Property Ombudsman to request them to review your case.
The Property Ombudsman
The Property Ombudsman is the approved redress scheme that Moving ln is a member of. The Property Ombudsman provides an impartial and independent service for resolving disputes. Members are required to follow Codes of Practice which set the standard expected from property professionals.
The address to write to is:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BO
Phone: 01722 333 306
Fax: 017223322%
Email: admin@tpos.co.uk
Web: www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, 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.