Your Move Roebuck Residential Complaints Process

Making a complaint

Your Move is a founder member of The Property Ombudsman Scheme (TPOS) for Residential Sales and a voluntary member of The Property Ombudsman Scheme for Lettings.

Your Move Roebuck Residential is a Franchise of Your Move, 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 amicably all customer issues or concerns as quickly as possible.

Complaints should, in the first instance, be directed to the Manager of the estate agency branch you have dealt with or the relevant Manager of the department you dealt with. Ideally complaints should be sent in writing so that we clearly understand your concerns and can address all points of the complaint.

The Branch Manager will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification. If they are unable to respond immediately we will acknowledge receipt of your complaint within 3 workings days and aim to respond within 15 working days from receipt of your complaint.

If there is a conflict of interest and your complaint relates to a specific Manager we will re-direct as necessary to an alternative Manager to ensure a thorough and fair investigation.

Please address your complaint to:

Baildon Branch Manager
Your Move Roebuck Residential
5 – 7 Northgate
Baildon
West Yorkshire
BD17 6LX
Or email: baildon@your-move.co.uk

Should you remain dissatisfied with our response you can write to appeal our decision directly to our Company Secretary Mr Mark Roebuck. He will then carry out a separate review of your complaint and will send you a Final Viewpoint letter within 15 days working days from receipt of your appeal letter.

Mark Roebuck (Company Secretary)
Roebuck UK Residential
5 – 7 Northgate
Baildon
West Yorkshire
BD17 6LX
Company Number 05959791

The Final Viewpoint letter is our final response to your complaint. If however you still remain dissatisfied you can at this point refer to 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. Contact details are also shown below and can be found 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.

The Property Ombudsman
First Floor Milford House
43-55 Milford Street, Salisbury, Wiltshire, SP1 1BP
Tel: 01722 332206
Fax: 01722 332296

Your Move Roebuck Residential prides ourselves in offering good Customer Service and we apologise if you have experienced a problem. We take all complaints seriously and will do all we can to resolve the complaint for you and to address your concerns to a satisfactory conclusion.