Stage 1 — Raise a Complaint

Please submit your complaint in writing with as much detail as possible, including any relevant dates, names, and supporting information.

Complaints Officer
Mike Tonks - ModernMoves
Phone: 01633 328660
Email: [email protected]

If your complaint is made verbally (in person or by phone), we may ask you to confirm the details in writing so we can handle it fairly and accurately.

Stage 2 — Acknowledgement & Investigation

Once we receive your complaint:

We’ll acknowledge it in writing within 3 working days

We’ll investigate and aim to provide a full written response within 15 working days

Our response will confirm:

Our understanding of the complaint

The outcome of our investigation

Any actions we have taken, or will take

If the complaint is complex and needs longer, we’ll let you know and provide an updated timescale.

To investigate, we may:

Review relevant documents and correspondence

Speak with the staff involved

Arrange a property visit (where appropriate and access is available)

Our Commitment

We aim to handle all complaints:

Fairly and professionally

As quickly as possible

With clear communication throughout

We value feedback and use it to improve our service.