2-move prides itself on the level of its customer service, however we accept that, occasionally, things can go wrong and that you may feel the need to complain. Please see our complaints procedure below which has been prepared to ensure that our procedures are transparent and easy to follow and in line with all current legislation.

Information for Customers
We are members of The Property Ombudsman (TPO) and as such aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level without the need for further escalation.

Stage One – Individual (Handling) Member of Staff
All complaints should, in the first instance, be directed to the “handling” staff member at the Branch that you have been dealing with. Complaints made in writing will be acknowledged within 3 working days. They will endeavour to resolve your complaint immediately, and no later than within 10 working days of the first notification.

Stage Two – Branch Manager
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Branch Manager responsible for the Branch in question. You must write to them within one month of receiving the initial handling staff member’s response. The Branch Manager will acknowledge your complaint within 3 working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three – Managing Director
If you remain dissatisfied, you may address your concerns in writing to our Managing Director, Mr C Gilbert, within one month of the response from the relevant Branch Manager. The relevant office you are dealing with can provide you with Mr Gilbert’s contact details. Your letter will be acknowledged within 3 working days of receipt and you will be provided with a “final viewpoint” written response on behalf of the Company within 15 working days of receipt of your letter.

Stage Four - The Property Ombudsman
After you have received a response from the Managing Director, you may approach The Property Ombudsman if you are not satisfied with the response given. Details of how to do this will be contained within the final viewpoint letter, namely; “Information in this regard can be found within The Property Ombudsman Consumer Guide or online at www.tpos.co.uk Please note that you must do so within twelve months of the date of the final viewpoint letter received. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed”.

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