Your Move Edwards Complaints Process

Making a complaint

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us.  We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1 - Your Complaint

Please put your complaint in writing wither by letter or email and address it to Sarah Edwards – Director. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

The address to write to is:

Your Move Edwards
108 High Street
Sidmouth
Devon
EX10 8EF
Or email: sidmouth@your-move.co.uk

Stage Two – Our Acknowledgement

Your complaint will be acknowledged within 3 working days of receiving your complaint and we will start our in house complaints process.

Stage Three – Our Investigation

Your complaint will be investigated and within 15 working days of receiving your complaint, Sarah Edwards or Jim Edwards will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

Stage Four – The Property Ombudsman Service

If you are still not satisfied after the last stage of the in-house complaint procedure (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 must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

Details of how to contact the Property Ombudsman will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk or email admin@tpos.co.uk. For your information:

• You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.
• The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
• The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.

If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman. No charge will be made.