Clickmymove.com Limited Complaints Procedure

Clickmymove.com Ltd and its staff are dedicated to providing exceptional service, but we understand that mistakes can occasionally occur. If we fall short of your expectations or if you experience any issues, we welcome the opportunity to discuss and resolve the matter promptly, and take steps to prevent it from happening again.

Making a complaint:

If you wish to submit a complaint, please provide as much detail of the circumstances as possible in writing.

What to include:

To assist us in addressing your concern, please include the following details:

  • Your name, address, phone number, and email address
  • A description of the issue
  • Your expectations for resolution

What will happen next:

We handle all complaints fairly, considering the relevant issues, and aim to resolve them promptly. We will keep you updated throughout the process and provide the contact details of the Clickmymove.com team member managing your complaint.

  • Acknowledgment: Within 3 working days of receiving your complaint, we will send you an acknowledgment letter along with a copy of this procedure.
  • Investigation and Outcome: We will investigate your complaint and provide a written response within 15 business days, detailing our findings, views, any actions taken to resolve the issue, and/or proposed steps.

If you are not satisfied with the outcome, you may request an internal review, and we will escalate the matter to a member of our Management Team. We will provide our final response to your complaint within 15 business days of receiving your review request, along with the actions taken to resolve the issue.

While we strive to resolve all complaints through dialogue, if you remain dissatisfied, or if you do not receive a final response within 8 weeks, you have the right to escalate the matter to The Property Ombudsman, depending on the nature of the complaint. Should you choose to do so, we will engage through the appropriate channels.

Please note, if you wish to refer your complaint to The Property Ombudsman, you must do so within twelve months of receiving our final response letter.

Details of The Property Ombudsman:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk

https://www.tpos.co.uk/

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Recognised for excellence – our in-house team is dedicated to trust, care, and listening, providing expert guidance with a proactive approach.

The office opening hours are from

Monday to Friday 9am – 5.30pm  |  Saturday 9am – 4:30pm  |  Sunday 11am – 4pm

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