NEXT MOVE
IN HOUSE COMPLAINTS HANDLING PROCEDURE
Here at Next Move, we pride ourselves on the level of customer service that we provide and we are committed to providing a professional service to all our customers and clients. When something goes wrong, you need to tell us about it. This will help us improve our standards. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:
Next Move is a member of The Property Ombudsman Scheme (TPOS) and we follow strict professional standards.
We request that you make your complaint in writing to the managing partner (Sean Mangan) including as much detail as possible. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. We have eight weeks to consider your complaint. We will then investigate your complaint, which will normally be dealt with by Sean, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within fifteen working days of sending the acknowledgement letter. If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place. We will then write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter. If we have not resolved your complaint within the eight weeks we have to consider it, you may refer it to The Property Ombudsman. The contact details for The Property Ombudsman are:
The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
You will need to submit your complaint to The Property Ombudsman within twelve months from the date on our Final Viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.