Your Move O'Neil Complaints Process

Making a complaint - Residential Sales

Your Move O'Neil 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 – Philip O'Neil, Director

Complaints should, in the first instance be directed to, Philip O'Neil, Director of Your Move O'Neil. Philip 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:

Philip O'Neil
282 High Street
Orpington
Kent
LS15 8DX

Stage Two – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with Philip and you have received a Final Viewpoint letter 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.