Complaints
We take every complaint seriously. Our goal is to resolve issues quickly and fairly.
Step 1 — Contact us directly
Most issues can be resolved quickly by contacting us via the contact page. Please provide your booking reference, a description of the issue, and your preferred outcome.
We aim to acknowledge all complaints within 1 working day and resolve them within 5 working days.
Step 2 — Formal complaint
If you are not satisfied with our initial response, you may escalate your complaint formally. Please write to us at:
Move-Nest Property Limited
Company No. 16708319
England & Wales
We will acknowledge your formal complaint within 2 working days and provide a full written response within 10 working days.
Complaints about the assessor
If your complaint relates to the conduct or professionalism of the assessor (rather than the booking process), you may also contact their accreditation body directly:
Alternative dispute resolution
If your complaint remains unresolved after following the above process, you have the right to pursue alternative dispute resolution (ADR). We will provide details of the relevant ADR body at that stage.