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.

Our aim is to deal with your problem efficiently and fairly. If you feel that your complaint is not being resolved to your satisfaction, please email our Office Manager (officemanager@urbanmoves.com).

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 by our Office Manager does not resolve the matter to your satisfaction, you can ask the Office Manager 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
01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving 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.