Complaints Procedure

Good Move is a property buying company which provides excellent service provision to their clients. We understand however that on occasions, things can go wrong and mistakes can happen.

With Good Move being regulated by RICS, NAPB & the Property Ombudsman we operate a complaints handling procedure which is in accordance with our regulatory provisions and subsequently our ethics and standards.

In abiding to RICS regulation, RICS firms in accordance with Conduct Rule 7 must have a complaints handlings procedure. “A RICS regulated company shall operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the regulatory board”.

Good Move as regulated house buyers hope that their clients never feel the need to file a complaint, but to abide with the core values of the RICS being open, transparent and honest please see below the Good Move complaints handling procedure which must be adhered too should a complaint arise.

Good Move Complaints Procedure

Good Move is fully committed to providing the best quality property service provision to clients in the quick house sale industry.

We understand there will be times where mistakes may occur and therefore we will deal with this complaint quickly and efficiently. Good Move never ignore complaints, and the majority of times it’s these complaints which can help us improve our products and property buyer service provision. If you feel that Good Move or one of its employees have made a mistake or if you have found something which is not acceptable please endeavour to let us know.

How to Make a Complaint

If you need to make a complaint, the address for correspondence is:

Mr D R Counsell – Director,
Good Move,
1 City Square,
Leeds,
LS1 2ES

Even if you have already made your complaint verbally to a representative at Good Move, you will still need to issue your complaint in writing.

Once Good Move receive your written complaint, they will contact you within 7 working days. The case manager at Good Move will present their understanding of the complaint and provide their findings and ask you for any further comments.

Within 21 days of receipt from your initial written complaint to Good Move, we clearly state the conclusion to the investigations and confirm what actions (if any) have been taken.

If you are not happy with the conclusion or to the way the complaint has been handled you are completely entitled to take this further through either two redress schemes which Good Move is a part of:

If you are a customer / general public:

The Property Ombudsman
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
www.ombudsman-services.org

If you are a business:

RICS Dispute Resolutions Service (DRS)
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Tel: 0207 334806
www.rics.org/drs

We are regulated by...

  • The Property Ombudsman
  • NAPB
  • NAEA
  • RICS
  • Trading Standards

Good Move are proud to be the most regulated property buyer operating in the ‘Quick House Sale’ industry.

What makes us different?