Complaints Procedure

Here at Moving Online we endeavour to support you at every stage of your journey with us. However, if you feel that we have fallen short of your expectations, we will do whatever we can to resolve your issues and promise to be transparent in all communication with you during this process.

Should you feel unhappy with the service you have received, please contact us on hello@movingonline.co.uk.

In the first instance we will acknowledge your email within 24 hours. Depending on the nature of the complaint one or both of the partners will be assigned to investigate your complaint.

Once the complaint has been investigated, we will write to you with our findings and of any course of action which has been decided.

If you are still not happy with the outcome, we will provide details of how to contact The Property Ombudsman who will be able to independently review your complaint and how it was handled. The Property Ombudsman’s decision will be treated as final. Their website address is https://www.tpos.co.uk.

We will do our very best to handle your complaint in a fast, fair, and transparent way. We take all feedback, positive and negative, seriously and use it to improve the service we provide.