Your Move Frank Farr Complaints Process

Making a sales and lettings complaint

Your Move Frank Farr (Anthony Curtis Estate Agents Limited) are members 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 – Sales Manager or Lettings Manager

Complaints should, in the first instance, be directed to the Manager of the department you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.

Stage Two – The Franchise Business Owner

If after you have dealt with the departmental sales and or lettings managers you remain dissatisfied, you may address your concerns, in writing, to Tony Curtis, the franchise business owner. Once received your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.

The address to write to is:

Tony Curtis Franchise Director
Anthony Curtis Estate Agents Limited t/a
Your Move Frank Farr
248 High Street
Langley
Slough
Sl3 8LL
Or email: tony.curtis@your-move.co.uk

Stage Three – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint after dealing with the departmental sales and or lettings managers and the Franchise Director/Business Owner, once you have received a Final Viewpoint letter from the Franchise Director/Business Owner, you may approach the Ombudsman.

Details of how to do this will be contained within the Final Viewpoint letter we sent you 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 6 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.
• The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.