We want to hear when something goes wrong so we can put it right. This page summarises our complaints procedure. A full copy of our Complaints Policy is available free on request.
1. Purpose and commitment
Move Direct Limited ("Move Direct", "we", "us") is committed to providing a high standard of service. When something goes wrong we want to know about it, put it right quickly and fairly, and learn from it. This policy sets out how anyone (a seller, buyer, landlord, tenant, applicant, mortgage introduction customer, or a member of the public) can complain, and how we will handle it.
As an estate agent and letting agent we are required by the Estate Agents Act 1979 (as amended by the Consumers, Estate Agents and Redress Act 2007) and the Enterprise and Regulatory Reform Act 2013 / Redress Schemes for Lettings Agency Work and Property Management Work Order 2014 to belong to a government-approved redress scheme. We are a member of the Property Redress Scheme (PRS), membership number PRS020436.
2. What is a complaint?
A complaint is any expression of dissatisfaction, whether oral or written and whether justified or not, about our service, our staff or a decision we have made, where the person expects a response. Complaints may be made in person, by telephone, by email, by letter or through social media. Staff must not insist that a complaint is put in writing; where a complaint is made orally we will record it and confirm our understanding of it in writing.
3. How to complain
- Email: tanveer@movedirect.org (subject line: "Complaint")
- Post: Complaints, Move Direct Limited, 725 Stockport Road, Manchester M19 3AR
- Telephone: 0161 518 0808 (during office hours)
- In person: At our office at 725 Stockport Road, Manchester M19 3AR
Please give your name, contact details, the property address (if relevant), a description of what went wrong, and what you would like us to do to put things right. If you need help making a complaint, or need us to communicate in a different format (for example large print, a different language or through a representative), please tell us and we will make reasonable adjustments in line with the Equality Act 2010 and our Vulnerable Customer Policy.
4. Our complaint-handling process
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | Log the complaint in the Complaints Register, send a written acknowledgement with a copy of this procedure and the name of the person handling it. | Within 3 working days of receipt |
| Stage 1 – Investigation | The complaint is investigated by a member of staff not directly involved where possible. We review files, emails, call notes and speak to those involved. | Written response within 15 working days of acknowledgement |
| Stage 2 – Internal review | If you are unhappy with the Stage 1 response, you may ask for a review. The review is carried out by Tanveer Naqvi (Director) or, where the Director was involved, by another senior person who was not involved in the complaint. This is our final viewpoint. | Within 15 working days of your request for a review |
| Final viewpoint | Our final written response, explaining our findings, any redress offered and your right to refer the matter to the redress scheme. | Within 8 weeks of the original complaint at the latest |
If we need more time (for example because a third party must respond), we will write to you before the deadline to explain why and give a new date. Regardless of where we are in the process, you may refer the complaint to the redress scheme once 8 weeks have passed since you first complained.
5. Referral to the redress scheme
If you remain dissatisfied with our final viewpoint, or if 8 weeks have passed since you complained, you may refer your complaint free of charge to the Property Redress Scheme (PRS), membership number PRS020436,, www.theprs.co.uk. Referrals must normally be made within 12 months of our final viewpoint (check the scheme's own rules). The scheme is independent and can make an award that is binding on us if you accept it.
6. Complaints about mortgage services and introductions
Move Direct arranges non-regulated mortgages (for example commercial and buy-to-let investment mortgages) itself. Move Direct does not give regulated mortgage advice and does not arrange regulated mortgages or insurance; customers who need a regulated mortgage are introduced to an FCA-authorised mortgage broker responsible for any advice given. Move Direct Limited is not authorised by the Financial Conduct Authority and can only complete non-regulated mortgage introductions. Complaints about a non-regulated mortgage we arranged, or about how we handled an introduction (for example our communication, or how we passed on your details) are dealt with under this policy. Complaints about regulated mortgage advice, products or the adviser's service must be made to that adviser under their own complaints procedure, and we will promptly forward any such complaint we receive (with your consent) and tell you we have done so.
7. Complaints about data protection
Complaints about how we use personal data are handled under this policy and our Data Protection Policy. You also have the right to complain to the Information Commissioner's Office (ICO), www.ico.org.uk, telephone 0303 123 1113. Our ICO registration number is ZA647230.
8. Remedies
Where a complaint is upheld, we will aim to put the complainant back in the position they would have been in had things not gone wrong. Remedies may include an apology, an explanation, corrective action, a refund or reduction of fees, or a goodwill payment proportionate to any distress or inconvenience caused. Any payment must be authorised by the Director.
