Complaints Procedure

If you have a problem relating to Urban Moves Ltd, please discuss this with us in the first instance by contacting us at complaints@urbanmoves.com.

If your complaint relates to the action or actions of an individual or individuals in the employment of Urban Moves, you must provide evidence (written or otherwise) of the action or actions that support your complaint. Your complaint will not be considered without supporting evidence.

Your complaint will usually be acknowledged within 24 hours, but not longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 28 days of receipt of your complaint.

If the response does not adequately address the matter, you can ask to refer the complaint to the Managing Director, or alternatively you can write to:

The Managing Director
Urban Moves Ltd.
3 The Square
Richmond
TW9 1DY

A letter (or email) of acknowledgement will be sent to you within 3 working days. We may ask for additional information to assist in resolving the matter.  In all but exceptional cases, Urban Moves Ltd. will issue you with its final response in writing.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP

Please note:

Complaints to The Property Ombudsman must be lodged within 12 months of receiving our final viewpoint letter, including evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through the in-house complaints procedure before being submitted for independent review.