Complaints Procedure

Sell Up and Move On Ltd Complaints Processes

We aim to provide the highest standards of service to all our customers.

To ensure that your interests are safeguarded and to make sure we put mistakes right, we have complaints processes. The aim of these processes are to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers’ satisfaction by our team.

As members of The Property Ombudsman (TPO) you can be confident about our approach dealing with actual and potential buyers and sellers of residential property or lettings in the UK.  The Property Ombudsman provides a free, fair and independent service for resolving disputes between sales and lettings agents and by following its Code of Practice, we provide additional consumer protection that goes beyond that required by the law.

 Making a complaint – Residential Estate Agency

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases, we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at branch level.

Stage One – Sales Director

Complaints should, in the first instance, be directed to the Sales Director. They will acknowledge your complaint in writing within 3 working days and then endeavour to liaise with you quickly to resolve your complaint immediately, but no later than 15 working days from the first notification.

Stage Two – The Managing Director

If after you have dealt with the sales director you remain dissatisfied, you may address your concerns, in writing to Joanne Jones, the managing director. Once received, your complaint will be acknowledged, in writing, within 3 working days and you will receive a final viewpoint written response within 15 working days from receipt of your request for a review.

The address to write to is:

SELL UP AND MOVE ON LTD 6 Park Way, Keighley, West Yorkshire, BD21 5NJ

Stage Three – The Property Ombudsman Service

If you still remain dissatisfied with the outcome of your complaint after dealing with the sales director and the managing director, or 8 weeks has elapsed since the complaint was first made, you may approach the Ombudsman without charge.

Details of how to do this will be contained within the letter we send you as the final viewpoint response to your complaint or information can be found online at www.tpos.co.uk. For your information:

  • You must make your complaint to The Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.
  • The Property Ombudsman recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/or further action.