Information for Clients – Complaints Procedure
Moon & Co Sales Ltd and Moon & Co (Caldicot) Ltd are members of The Property Ombudsman Service (TPOS). We are committed to providing the highest standard of service to all our customers. To ensure your interests are protected, we operate a formal complaints procedure designed to address concerns promptly, fairly, and transparently.
Below is our step‑by‑step guidance on how to make a complaint.
Stage One – Branch Manager
All complaints should first be directed to the Manager of the branch you have been dealing with.
They will aim to resolve your complaint as quickly as possible and no later than five working days from the date they receive notification of the issue.
Stage Two – Principal
If you remain dissatisfied after Stage One, you may escalate your complaint in writing to the Principal responsible for the relevant company or branch. The Branch Manager will provide you with their name and contact details.
Where escalation is necessary, we recommend raising the matter within one month of completing Stage One.
Your escalation will be acknowledged within three working days of receipt.
The Principal will review the matter and work with you to resolve the issues raised. A written response, summarising the investigation and any actions taken, will be issued within fifteen working days.
Stage Three – The Property Ombudsman Service (TPOS)
If, after receiving our final viewpoint letter, you remain dissatisfied with the proposed resolution, you may refer your complaint to The Property Ombudsman Service (TPOS).
Details of how to do this will be included in the final viewpoint letter, along with a link to the TPOS Consumer Guide at www.tpos.co.uk.
TPOS Postal Address
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Please note:
- You must refer your complaint to TPOS within 12 months of the date of the final viewpoint letter.
- TPOS will not consider your complaint until our internal complaints procedure has been fully exhausted
Additional Note – Propertymark Membership
Moon & Co Sales Ltd and Moon & Co (Caldicot) Ltd are also Propertymark Members.
Clients may choose to refer concerns to Propertymark; however, it is important to be aware that Propertymark does not have the authority to award compensation. Their role is limited to investigating potential breaches of their Conduct and Membership Rules.