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Monkey vs Owl | Complaints Procedure

As a part of The Property Redress Scheme, we are dedicated to delivering top-notch service to our customers. Our commitment to safeguarding your interests is reflected in our well-defined process for addressing any raised complaints. If you wish to formally submit a complaint to Monkey vs Owl, please follow the steps detailed below:

  1. In order for your concerns to be addressed as effectively as possible, we ask that you first raise them verbally with the Branch Manager of the Monkey vs Owl office concerned.
  2. If your complaint is not satisfied, you can escalate your complaint by writing to the Office Director. The Branch Manager will supply you with their name and contact details. We will endeavor to acknowledge your written complaint within 24 hours of its receipt, but in any event, we will acknowledge it within 3 working days, and an investigation will be undertaken. A formal written response will be sent to you within 15 working days, confirming our final viewpoint on the matter.

It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Redress Scheme within 12 months for a review.

Please note the following:

You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints be addressed through our in-house complaints procedure first and will not consider your complaint until our internal complaint procedure has been exhausted.

Any further questions on the above please feel free contact us here.

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