Welcome to Making a Move - "The Property Sourcing People"

Making a Move is a local company now based in Durham. We are focused on putting our client's needs first and offering a very friendly, personal service, whatever you're looking for.

Making a Move has a range of services that could help you, with experience in the following areas:-

1. Property Sourcing for buy to let investors

2. Refurbishments and project management

3. Lettings and property management

Whether you are buying, selling, refurbishing or letting property, it can seem very daunting at first. Don't let that put you off, Making a Move have many great contacts on hand to help. We do the hard work, so you don't have to.

We are experienced landlords and have been involved in property for many years. We have a broad mix of clients across the UK who are looking to buy, refurbish and rent property within the North East area. Because Making a Move specialise in this area, it makes sense to use a local company, with local knowledge.

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IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional 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 have a complaint, please put it in writing, including as much detail as possible. 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 a letter acknowledging receipt of you 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 sending the acknowledgement letter.

• 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 a senior member of staff.

• 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 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

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 through this in-house complaints procedure, before being submitted for an independent review.

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