Complaints Process
Complaints Procedure
At Sellermove, we aim to provide a professional, fair, and transparent service. If you are unhappy with any aspect of our service, we would like the opportunity to investigate and resolve your concerns.
Who Can Make a Complaint?
You may make a complaint if you are:
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A homeowner who has used Sellermove
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An estate agent partner
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A visitor to our website
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Any person affected by our services
How to Make a Complaint
Please provide the following information:
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Your full name
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Contact details
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Details of your complaint
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Any supporting documents or evidence
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The outcome you are seeking
Complaints should be sent to:
Email: complaints@sellermove.co.uk
Or by post:
Sellermove
Keygage & Morston Limited
1 Earlswood Place, WV4 5NG, UK
Our Complaints Process
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
We may contact you if we require additional information to investigate the matter.
Stage 2 – Investigation
We will review the information provided and investigate the circumstances of your complaint.
This may involve:
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Reviewing records and communications
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Speaking with relevant parties
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Requesting additional information where necessary
Stage 3 – Final Response
We aim to provide a full written response within 15 working days of receiving your complaint.
If the matter is particularly complex and requires additional time, we will keep you informed of progress and provide an updated timeframe.
Complaints About Estate Agents
Sellermove is not an estate agent and does not provide estate agency services.
Where a complaint relates to:
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Property valuations
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Marketing of a property
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Conduct of an estate agent
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Offers or negotiations
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Sales progression
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Estate agency fees
You may need to raise your complaint directly with the estate agent involved.
We will, where appropriate, assist by identifying the relevant estate agent and providing any information we hold relating to the introduction.
Property Redress Scheme (PRS)
Sellermove is operated by Keygage & Morston Limited, which is a member of the Property Redress Scheme (PRS).
Membership Number: PRS055491
If you remain dissatisfied after our internal complaints procedure has been completed, you may be entitled to refer the complaint to the Property Redress Scheme, subject to their eligibility requirements and procedures.
For further information, visit:
Complaints We Cannot Consider
We may be unable to investigate complaints that:
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Do not relate to Sellermove's services
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Are abusive, threatening, or discriminatory
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Lack sufficient information for investigation
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Have already been fully investigated and resolved
Our Commitment
We treat all complaints seriously and use feedback to improve our service.
Our goal is to ensure homeowners and estate agents receive a fair, transparent, and professional experience when using Sellermove.
Sellermove is not an estate agent. We help introduce homeowners to suitable local estate agents.
Keygage & Morston Limited is registered with the Property Redress Scheme (PRS), membership number PRS055491.