COMPLAINTS PROCEDURE
Move Revolution are committed to delivering a high standard of service for all our customers. We are sorry you are looking at our complaints procedure, as this would indicate there is potentially room for improvement. We have created this procedure in order for you to contact us, and for us to seek a solution.
If you have a complaint, please put it in writing, including as much detail as possible and contact the Senior Manager at the office relevant to your complaint:
Move Revolution Purley – Ryan Milson – ryan.milson@moverevolution.com
Move Revolution Nutfield – Lydia White – lydia.white@moverevolution.com
Move Revolution Crawley – Dan Harvey – dan.harvey@moverevolution.com
Move Revolution Haywards Heath & Brighton – Mathew Gurr – mathew.gurr@moverevolution.com
Move Revolution Lettings – Natasha Wood – natasha.wood@moverevolution.com
Move Revolution Land & New Homes – Sam Webb – sam.webb@moverevolution.com
Exclusively Move Revolution – Paul Brice – paul.brice@moverevolution.com
We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager 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 15 working days of receipt of the original complaint.
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 by Paul Mulligan, Operations Director – paul.mulligan@moverevolution.com
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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.