Complaints Procedure

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We’d love to hear from you if we do something well and we strive for the highest standard of service to all of our stakeholders be these Property Owners or our Long-term Residential Tenants. We would like to give you an assurance that any grievance you have concerning our service is immediately addressed.

In the event that you wish to register a formal complaint this process details how you can do so.

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If you wish to register a complaint by letter or email, please contact our office.

Contact Details:

MOVR, 74a John Street, Sheffield, S2 4QU. hello@movrgroup.com / +44 (0) 114 4000 190

If you want to make a formal complaint by telephone our Complaints Handler will complete a complaint form on your behalf. This will be sent to you within three working days so that you can check that it is a fair summary of your complaint. Please contact us immediately following receipt if you feel that this is not the case.

Our Complaints Handler will ensure that your complaint is acknowledged and directed to the appropriate manager who will investigate and respond in full.

We will acknowledge the complaint in writing within five working days of receipt and advise you who will provide the detailed response.

We will provide a full written response within fifteen working days of the complaint being made.

As far as possible, we aim to resolve your complaint at this stage. In the event that you feel you need to take the matter further you can escalate your complaint as below.

Ombudsman Service

If you are not satisfied after completing our in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Property Redress Scheme.

Contact Details:

PRS, 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH. info@theprs.co.uk / 0333 321 9418

Data Protection

If your complaint is in relation to data protection, then you can still contact our complaints handler. Your complaint will be immediately referred to our Data Protection Administrator who will lead the investigation and keep you updated on the process and timescales.

Definition of a complaint

Complaints can be made by any of our customers including tenants or Landlords, about any aspect of our service.

You can make a complaint in writing, verbally or on a complaint form. You are welcome to call to discuss the matter at any point in the process.