Complaints
Last updated: [insert date on publication]
We want to get things right, and if we fall short we want to hear about it so we can put it right and learn from it. This page explains how to complain and what you can expect.
How to raise a complaint
Please contact us in the way that suits you:
- By email: team@movesmart.co.uk
- By post: Complaints, Move-Smart-Pro Limited, [registered office address]
It helps us if you include your name and contact details, what happened and when, any reference numbers, and what you would like us to do to put it right.
What happens next
- We will acknowledge your complaint within [3] working days.
- We will look into it properly and aim to give you a full response within [8] weeks.
- If we need longer, we will tell you why and keep you updated.
If you are still not satisfied
If we cannot resolve things between us, you may be able to take your complaint further, depending on what it is about:
- About your personal information: the Information Commissioner's Office (ICO) at ico.org.uk, or 0303 123 1113.
- About an insurance product (such as rent guarantee, deposit replacement or property insurance): the Financial Ombudsman Service at financial-ombudsman.org.uk, where the product falls within its scope. [Confirm FCA status and ombudsman eligibility before publication.]
- About a property service: the relevant redress scheme [confirm scheme and membership number].
Contact
You can reach the team any time at team@movesmart.co.uk.