Complaints Policy

Moveplus are committed to providing a high-quality service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you wish to raise a complaint, please contact us with the details.
The procedure detailed below aims to resolve your complaint within eight weeks, where possible.

What will happen next?
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 will then investigate your complaint. This will normally be dealt with by a manager or director 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 sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again in writing explaining why. We will arrange for a further, entirely separate review to take place by a senior company director.
We will write to you within 14 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.

Requesting an independent review
If you are still not satisfied after the last stage of the in-house complaint procedure (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
Email: admin@tpos.co.uk
Web: 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 initially through our in-house complaints procedure, before being submitted for an independent review.

The Property Ombudsman
Moveplus are proud to be a member of The Property Ombudsman scheme which exists to settle disputes between property businesses, such as estate agents, letting agents and property management agents, and consumers.
Find out more about TPO here – http://www.tpos.co.uk/

Hear from our customers

Lee Field

I had a great experience purchasing my home through Moveplus. The entire process was smooth. Their team was knowledgeable and responsive, providing personalized support and answering all my questions. They made sure all paperwork and negations went seamlessly. I appreciated their transparency and attention to detail, which made what could have been a stressful experience feel effortless. I highly recommend Moveplus to anyone looking to buy a home!

Would definitely recommend

Would definitely recommend! A great company that made the whole process extremely smooth running.

Moveplus

The staff at Moveplus were really helpful, friendly, and monitored what was happening with the sale of our bungalow. They kept a check on the chain and kept us fully informed. A really good service from our point of view.

Home Purchase

Moveplus were informative, they kept us up to date and responded quickly to any questions we had and any issues that arose they dealt with and kept us fully informed.
Great, friendly people.

Great service

Great service, they communicated with us promptly and coordinated all the parties involved in the property purchase/sale.

Moveplus facilitated a part exchange...

Moveplus facilitated a part exchange sale on our house which enabled us to move in time scales to our requirements. In the current house moving climate that has been of enormous benefit to us and we are very pleased with their service throughout the process.

Amazing service! Thank you

The team at Moveplus have always been a pleasure to deal with. They are always available to take my calls and give honest, professional advice. Thanks you Moveplus!

Very impressed with the team at Moveplus

Very impressed with the team at Moveplus. Their support and understanding during the process was second to none, and flexibility around our particular situation was very helpful.
I would have no hesitation in using them again.

Laura Conder

Faye who handled my sale was brilliant and kept me updated regularly on what turned out to be a long slow sale process. I'm sure without her help and tenacity it would have taken even longer, and I really appreciate her help and support.

Pam Webb

Faye was really great. We were kept informed all along and she had a good understanding of each part of the chain. She was really on top of things and made sure that things kept moving forward. We would have no hesitation in recommending this service

Moveplus

I have been dealing with Aaliyah Brown at Moveplus and she is an asset to the company, polite, efficient and if she says she will call you back she does, also responds to emails swiftly. We was speaking on a daily for a week or so. Very professional but also has a sense of humour when needed. She is amazing and it was a pleasure dealing with her. 😊 If I could give Aaliyah 10 stars I would

Grant Hockaday

Brad Fisher is a an absolute credit to this company. brad helped coordinate the whole move process and consistently chased party's and provided me with updates on a daily basis. his communication was fantastic and would always answer or return a phone call immediately . he went out of his way to help facilitate my move in contacting outside parties due to bad service from solicitors and estate agents. Would definitely recommend this company ! above and beyond service.

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