Complaints Procedure
How to make a complaint?
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 so we can improve our standards.
We will make reasonable adjustments where needed, including
for customers who may be disadvantaged due to age, disability, language barriers, or personal circumstances.
Please address complaints to the Complaints Manager by one of the following:
Email:
info@emoov.co.ukTelephone:
0345 561 0050Trading & Postal address:
Marsh House Farm, Lower Burnham Rd, Chelmsford CM3 6HQ
What happens next?
Complaint
Acknowledgement
We will send you written acknowledgment of your complaint within three working days, enclosing a copy of this procedure. We will then investigate your complaint and provide a formal written outcome within 15 working days of receipt.
Complaint
Review Process
If you are still not satisfied, you should contact us again and we will arrange a separate review by a senior member of staff. We will provide a formal written response within 15 working days, confirming our final viewpoint.
Independent
Complaint Review
If you are still not satisfied with our final viewpoint, or more than 8 weeks have passed, you can request an independent review from The Property Ombudsman free of charge.
The Property Ombudsman
If you have a complaint about your letting or estate agent, or another property professional, we may be able to help.
