A complaint is an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or detriment.
We aim to resolve any complaint you have about the service we have provided as quickly as possible. If you are unable to do this with the person who has been dealing with you or their supervisor, please contact:
Management team
My Home Move Conveyancing
1 Francis Way
Grove Park
Leicester
LE19 1SH
Email: feedback@myhomemoveconveyancing.co.uk
Our process
Once we have received your written complaint, we will seek to resolve it your satisfaction as quickly as possible. Where this cannot be done, we will write to you within 7 working days of receiving your written complaint to explain how we plan to investigate the matter. You will be told the latest date by which a complete answer will be given to your complaint (this should be no more than 28 days after we receive your complaint). If you have made a complaint verbally – either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complaint.
The assessment of the complaint will be based on a sufficient and impartial investigation. We will explain in writing our findings and, where the complaint is upheld, will offer remedial action or redress. This will be dealt with promptly.
If you remain dissatisfied after receiving our initial formal response, you may request that your complaint be reviewed at a more senior level.
A senior manager will conduct an independent review of both your compliant and our initial response. We will provide a further response within 28 days of your escalation request confirming our final position.
As we are a non-regulated entity, there is no external ombudsman or statutory dispute resolution body to escalate the matter beyond our internal two stage process. We will therefore conclude that we have done all we can to resolve your complaint and no further correspondence will be entered into.
Accessibility
We are committed to ensuring that our complaints process is accessible to all clients. If you require assistance in making a complaint, or if you need this procedure provided in an alternative format (such as large print, audio, or another language), please let us know and we will be happy to help. We will also make reasonable adjustments to support clients with disabilities or specific communication needs.
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