Complaints procedure

This procedure applies to anyone who uses our services, including buyers, sellers, landlords and tenants.

1. Tell us what went wrong

Please put your complaint in writing, by email or by post, and tell us what happened, when, and what you would like us to do to put it right. Send it to us here:

Email: info@solemove.co.uk
Post: Sole Move Limited, 104 High Street, Colliers Wood, London, SW19 2BT

If you'd rather talk it through first, call us on 0203 488 4633, and we'll help you put it in writing.

2. We'll acknowledge it within 3 working days

We'll confirm we've received your complaint, tell you who is looking into it, and let you know if we need anything else from you.

3. We'll investigate and reply within 15 working days

We'll look into what happened, including our records and anyone involved, and send you our final written response within 15 working days of our acknowledgement. If we need longer, we'll tell you why and when you can expect our reply.

4. The Property Redress Scheme

If you're still unhappy after our final response, or if 8 weeks have passed since you first complained and the matter isn't resolved, you can ask the Property Redress Scheme to review your complaint independently. The service is free for consumers. You'll need to contact them within 12 months of our final response.

The Property Redress Scheme: www.propertyredress.co.uk, 0333 321 9418
Our membership number: PRS022688

You can find our redress and client money protection details on our fees page.