Legal

Complaints procedure

If we get something wrong, we want to hear about it and put it right. This is how to complain and what happens next.

1. Tell us what went wrong

Email hello@clickclickmove.com with "Complaint" in the subject line. Please include your name, the property address, what happened, and what you would like us to do about it. Landlords, tenants, applicants and anyone else who has dealt with us can use this procedure.

2. We acknowledge it within 3 working days

We'll confirm we've received your complaint, tell you who is looking into it, and ask for anything else we need.

3. We investigate

Someone who wasn't directly involved will review what happened, including our records and correspondence, and may contact you or others to understand it fully.

4. Our final response within 15 working days

We'll send you our final response in writing within 15 working days of acknowledging your complaint. It will explain what we found, what we will do to put things right, and how to take the matter further if you're not satisfied. If we need longer — for example, because a complaint is complicated — we'll tell you why and when to expect our response.

5. If you're still not satisfied

If you're unhappy with our final response, or 8 weeks have passed since you first complained and the matter isn't resolved, you can ask an independent redress scheme to review it. The service is free for you.

Redress schemes usually expect you to refer your complaint within 12 months of our final response, so please don't leave it too long.