Sales: 0116 255 8666   Lettings: 0116 275 6360

Complaints Procedure

At Moore & York, we strive to provide the highest level of service to all our clients. However, we understand that there may be times when you are not completely satisfied with the service you have received. Your feedback is important to us, and we are committed to resolving any issues promptly and fairly.

Step 1: Initial Contact

If you have a complaint, please contact the member of staff you have been dealing with directly. They will aim to resolve the matter as quickly as possible.

Contact Details:

  • Email: leicester@mooreandyork.co.uk
  • Phone: 0116 255 8666

Step 2: Escalation to Management

If the issue is not resolved to your satisfaction, or if you prefer not to discuss it with the initial staff member, please escalate the complaint to the branch manager.

Branch Manager Contact Details:

  • Email: nik@mooreandyork.co.uk
  • Phone: 0116 255 8666
  • Address: 61 Granby Street, Leicester, LE1 6FB

When escalating, please provide the following, in writing:

  • Your full name and contact details
  • Details of your complaint
  • Any relevant documentation or correspondence
  • Make as ‘Private & Confidential'

We aim to acknowledge receipt of your complaint within 3 working days and provide a full response within 15 working days. If the matter requires further investigation, we will keep you informed of the progress and the expected timeframe for a resolution. 

Step 4: Independent Redress

If you are still unhappy with our response, you have the option to refer your complaint to an independent redress scheme. Moore & York is a member of the following redress scheme:

The Property Ombudsman (Sales):

  • Website: www.tpos.co.uk
  • Phone: 01722 333306
  • Address: Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Property Redress Scheme (Lettings):

  • Website: https://www.theprs.co.uk/Complain
  • Phone: 0333 321 9418
  • Address: Limelight, 1st Floor Studio 3, Elstree Way, Hertfordshire, WD6 1JH

They will review your complaint and our handling of it. Their decision will be final and binding on us as a member.

Feedback

We value your feedback and use it to improve our services. Thank you for taking the time to help us ensure we provide the best possible service.