Complaints Procedure

At Muve we strive to give the best possible experience and that sometimes we know that we can't meet the expectations of all of our clients.

We value all feedback and if we haven't been able to meet your expectations, please do let us know and we will happily look at what we can do to help.

Step 1

It is always best to first let your Account Manager know you are not fully satisfied with the service you are receiving. They will work hard to address your concerns and in most cases, this will address your concerns quickly.

However, you may also notify us using our customer satisfaction tool which you will find at the bottom of any emails you receive from us.

We really care about making your house move as smooth as possible.

Please let us know how we did today?

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Here you may select “Average” or “Poor” to indicate your degree of concern.  When you do this, we immediately receive an email notifying us of your concern and any comments that you would have added to it.  Our Resolution team will immediately contact your Account Manager to address your concerns.

Finally, our Client Services team are at your service from 9 am to 5.30 pm from Monday to Friday,

so please don’t hesitate to contact us by calling us on 020 3907 4409.

They are equipped to help resolve your concerns.

Step 2

In the unlikely event that the above-mentioned options do not remedy your concerns to your satisfaction, you may lodge a formal complaint using the button below. We will review your transaction and provide a full response within 5 working days.

Please note that there may be an instance when we will request for more time to further investigate your concerns in order to provide you with a comprehensive response.

Should you wish to peruse our formal complaints resolution process, you may do so by downloading it by clicking on the button below.

Step 3

Should we be unable to resolve your complaint internally, you may then escalate your complaint to the Legal Ombudsman. We ask that where possible, that you provide us with prior notice of your decision to raise your concerns to the Legal Ombudsman, so that we are aware of the steps you are taking in this regard. The Ombudsman would also enquire with you as to what steps Muve has taken in response to your formal complaint.

The Legal Ombudsman can be contacted through the details below:
0300 555 0333

Minicom: 0300 555 1777

PO Box 6806



Please note that the Legal Ombudsman will only consider complaints that have been escalated to them, within the following time limits:

- one year from the date of the act or omission complained about, or

- one year from the date the complainant should have realised there was cause for complaint.

- The Legal Ombudsman have discretion to extend the one-year time limit in exceptional circumstances.


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Oriel House, 26 The Quadrant,
Richmond TW9 1DL
Get in touch with Muve today -
Call us on 020 3907 4409

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