Your Move Chris Stonock Complaints Process
Making a complaint - Residential Sales
Your Move Chris Stonock is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.
Stage One – Darren Walker, Area Operations Manager
Complaints should, in the first instance, be directed to Darren Walker, Area Operations Manager. Darren will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification. The address to write to is: YOUR MOVE Chris Stonock Property Management Department 449/451 Durham Road Low Fell Gateshead NE9 5EX Or email: YMCSheadoffice@your-move.co.uk
Stage Two – Tim Stonock, Managing Director
If, after your response from the Head of Property Management, you remain dissatisfied, you may address your concerns, in writing, to Tim Stonock. Once received your letter will be acknowledged within 24 hours, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale.
The address to write to is:
YOUR MOVE Chris Stonock
Customer Relations Department
53 Front Street
Chester le Street
Co. Durham
DH3 3BH
Or email: YMCSheadoffice@your-move.co.uk
Stage Three – The Property Ombudsman
Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from Tim Stonock, you may approach the Ombudsman.
Contact details for the Ombudsman will be included in the Final viewpoint letter. For your information:
- You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.
Making a complaint - Lettings
Your Move Chris Stonock is a voluntary member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place for lettings. The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager level.
Stage One – Darren Walker, Area Operations Manager
Complaints should, in the first instance, be directed to Darren Walker, Area Operations Manager. Darren will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification. The address to write to is: YOUR MOVE Chris Stonock Property Management Department 449/451 Durham Road Low Fell Gateshead NE9 5EX Or email: YMCSheadoffice@your-move.co.uk
Stage Two – Tim Stonock, Managing Director
If, after your response from the Area Operations Manager you remain dissatisfied, you may address your concerns, in writing, to Tim Stonock. Once received your letter will be acknowledged within 24 hours, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale. The address to write to is: YOUR MOVE Chris Stonock Customer Relations Department 53 Front Street Chester le Street Co. Durham DH3 3BH Or email: YMCSheadoffice@your-move.co.uk
Stage Three – The Property Ombudsman
Once the internal Your Move complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from Tim Stonock, you may approach the Ombudsman. Contact details for the Ombudsman will be included in the Final Viewpoint letter. For your information: • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter. • The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.