At Your Key Move Estate Agents, 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. This will help us to improve our standards.
If you have a complaint, please follow the procedure outlined below:
In the first instance, please raise your complaint with the staff member you have been dealing with. They will do their best to resolve the issue quickly and informally.
If the issue is not resolved to your satisfaction, please put your complaint in writing. This can be sent by email or post and should be addressed to:
Complaints Department
Your Key Move Estate Agents
Your Key Move LTD
1-2 Rhodium Point,
Hawkinge Business Park,
Spindle Close,
Hawkinge,
Folkestone
CT18 7TQ
Email: sales@yourkeymove.com
Please include:
We will acknowledge receipt of your complaint within 3 working days of receiving it.
Your complaint will be investigated by a senior member of the team who is not directly involved in the matter. We aim to provide a full written response within 15 working days. If a longer period is required, we will keep you informed of progress.
If you remain dissatisfied, we will issue a Final Viewpoint Letter setting out our final position and explaining our reasons.
If you are still not satisfied after receiving our Final Viewpoint Letter, or if 8 weeks have passed since your initial complaint and the matter remains unresolved, you may refer your complaint to the Property Redress Scheme (PRS).
The PRS is an independent redress provider approved by the government to resolve complaints about property agents.
You must refer your complaint to the PRS within 12 months of receiving our Final Viewpoint Letter.
Property Redress Scheme (PRS)
Website: https://www.theprs.co.uk
Email: complaints@theprs.co.uk
Telephone: 0333 321 9418
Address:
Property Redress Scheme
Premiere House
1st Floor, Elstree Way
Borehamwood
WD6 1JH
