Have a concern or a complaint?

Here at Muve, we’re very passionate about providing our clients an outstanding service during the home moving process. We also understand that during transactions that things can go wrong, or you’re not clear on the next steps. The first port of call for any concerns you have should be through your Account Manager or Conveyancer.

Alternatively, you can also speak to our Customer Service team, or ask for a supervisor when contacting your Account Manager or Conveyancer.

Download complaint procedure
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Did you know?

Another way for you to escalate your concerns is to click one of the ‘Customer Thermometer’ buttons at the end of each email we send. This way, the relevant supervisor will review the case within 24h. It would be even more helpful if there is a comment outlining your concern.

Response times

We will try to provide you with a full response within 5 working days, there may be instances where we will request for more time to further investigate your concerns in order to provide you with a comprehensive response.
For more information, download our complaints handling procedure here.
Please note that you must specify if you want a complaint handled through the formal complaint procedure.

How to reach the Ombudsman

You may also escalate your complaint to the Legal Ombudsman should you not be satisfied with the response you receive. Muve works closely with our regulators to ensure our resolutions are fair and transparent. Findings from Ombudsman cases can be found on their website.

You can contact the Legal Ombudsman by: Post: PO Box 6806, Wolverhampton, WV1 9WJ; Telephone: 0300 555 0333; Email: enquiries@legalombudsman.org.uk

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.

For more information, on how to contact the Legal Ombudsman, please read point 5 of our complaints handling procedure here.