How to Complain

We, at Let’s Move believe that if the customer wishes to make a complaint or register a concern they should find it easy to do so.  Let’s Move’s policy is to welcome customer feedback  and look upon this positively as an opportunity to learn, adapt, improve and provide a better service to our valued customers.   It is our aim that all complaints or concerns are dealt with fairly and properly, with courtesy and impartiality, and also within a reasonable timeframe.

If you have a complaint about any aspect of the service provided by Let’s Move we would ask that you contact us initially in any of the following ways:


Hull – 01482 212577

Leicester – 0116 2393335

Please ask for the Branch Manager


The Complaints Manager, Let’s Move

Unit 11 Queniborough Industrial Estate

1489 Melton Road

Queniborough, Leicester


How we deal with your Complaint

To ensure that your complaint is properly dealt with, we will log it on our system as soon as the complaint is received.

If you complain in person, or by telephone we will discuss your complaint with you at the time it is received and do our best to resolve the issue at this initial stage.

If you complain in writing or by email, your complaint will be acknowledged within 3 working days of receipt of your complaint. This will be way of writing to you to confirm that we have received your complaint and are looking into it for you.

Let’s Move aims to respond to all complaints within 15 working days of receipt of the complaint. This will involve either; informing you of the action we have taken or propose to take, or arranging to discuss the matter with you.  In which case, following a meeting we will write to inform you of the action we have taken, or propose to take.

Under exceptional circumstances, if we cannot respond to your complaint within the specified timeframe we will write to you and keep you fully informed of any such delays.

Let’s Move supports the concept that most complaints, if dealt with early, openly and honestly, can be resolved between Let’s Move and the complainant. If, however, this fails and you feel that the complaint has not been dealt with to your satisfaction you may make the necessary contact to The Property Ombudsman. In this unlikely event please contact The Property Ombudsman at Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, or by telephone on 01722 335458 or Email Their website address is You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.