Your Move Furness-Lyman Complaints Process
Making a complaint - Residential Sales
Your Move Furness-Lyman 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.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers' satisfaction by our branch colleagues.
Stage One – John Paul Lyman – Company Secretary
Complaints should, in the first instance, be directed to John Paul Lyman, company secretary for Your Move Furness-Lyman. John Paul will endeavour to liaise with you quickly in order to resolve your complaint immediately, but no later than 5 working days from first notification.
Stage Two – Matthew Furness – Company Director
If, after you have dealt with the company secretary, you remain dissatisfied, you may address your concerns, in writing, to Matthew Furness. Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request. If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is:
YOUR MOVE Furness Lyman
64 High Street
Wombwell
Barnsley
S73 8DA
Or email: matthew.furness@your-move.co.uk
Stage Three – The Property Ombudsman
If you still remain dissatisfied with the outcome of your complaint after dealing with John Paul Lyman and Matthew Furness, you may approach the Property Ombudsman.
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. 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.
Making a complaint - Lettings
Your Move Furness-Lyman is a member of The Property Ombudsman Scheme (TPOS) for lettings and we aim to provide the highest standards of services to all our customers. To ensure that your interests are safeguarded we have the following complaints process.
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 by our branch colleagues.
Stage One – John-Paul Lyman – Company Secretary
Complaints should, in the first instance, be directed to John Paul Lyman, company secretary for Your Move Furness-Lyman. John Paul will endeavour to liaise with you quickly in order to resolve your complaint immediately, but no later than 5 working days from first notification.
Stage Two – Matthew Furness – Company Director
If, after you have dealt with the company secretary, you remain dissatisfied, you may address your concerns, in writing, to Matthew Furness. Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request. If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is:
YOUR MOVE Furness Lyman
64 High Street
Wombwell
Barnsley
S73 8DA
Or email: matthew.furness@your-move.co.uk
Stage Three – The Property Ombudsman
If you still remain dissatisfied with the outcome of your complaint after dealing with John Paul Lyman and Matthew Furness, you may approach the Property Ombudsman.
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. 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.