Customer Complaints Policy
At Just Move In, we aim to provide excellent service to all of our customers. However, we recognise that sometimes things may not go as wanted or expected. When this happens, we want to know about it so that we can put things right quickly and learn from your feedback.
This policy sets out how you can make a complaint, how we will handle it, and what you can expect from us.
1. How to Make a Complaint
If you are unhappy with any part of our service, you can contact us in any of the following ways:
By Email: move@justmovein.com
By Phone: 01202022448 (Monday to Friday, 9am – 5:30pm)
Please provide as much detail as possible, including your full name, property address, contact details, and a description of your complaint.
If your complaint relates to processing of your personal data, please see our Privacy Policy here, which provides details of how it is processed and shared, and your rights in relation to it.
If your complaint relates to a service provided through one of our partners (e.g., utilities or broadband providers, or lettings agencies), we will advise you on next steps. It may be necessary for us to provide their contact details for you to resolve any issues with such third parties directly.
2. Our Complaints Process
We will always deal with your complaint fairly, transparently, and in line with all applicable UK laws.
We are also committed to following guidance and best practices from the Information Commissioner’s Office (ICO) for any complaints relating to personal data, the Financial Conduct Authority (FCA) in connection with financial services, and the Competition and Markets Authority (CMA) in relation to consumer rights in general.
What will happen next?
After submitting your complaint we will provide acknowledgement that it has been received.
If we can, we will respond to your complaint within three working days of receipt of your complaint.
If we have been unable to resolve your complaint within three working days, we will contact you to provide an update.
We will continue to investigate your complaint and keep you updated, aiming to resolve this as soon as possible. If we have been unable to provide a final response to your complaint within 8 weeks of receipt, we will contact you to advise why this is so, and confirm when we expect to do so.
We also commit to protecting any individual who raises a genuine concern or makes a disclosure in good faith from any form of detrimental treatment or retaliation. You can find out more about our No Retaliation policy here
3. If You Are Still Unhappy
If you are not satisfied with the outcome of your complaint, you may request for it to be escalated to a senior manager at Just Move In for further review.
If your complaint relates to financial services, if you are not satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service. The service is free, independent, and set up by Parliament to resolve complaints between financial businesses and their customers. Details of how the Ombudsman can help are set out here.
If your complaint relates to personal data processing, you may have the right to lodge a complaint with the Information Commissioner’s Office, as explained in our Privacy Policy here.
4. Learning From Complaints
We take all complaints seriously. Every complaint is recorded, reviewed, and used to improve our services. Our goal is not only to resolve your issue but also to make sure that future customers have a better experience.