Making a Complaint
Movesmart a trading name for Kira Homes Ltd is a member of The Property Redress Scheme (PRS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded and to make sure we put mistakes right, we have the following complaints process.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases issues can be resolved quickly and amicably to customers’ satisfaction by our branch colleagues.
Stage One – Branch Manager
Complaints should, in the first instance, be directed to the Manager of the branch you have been dealing with. They will acknowledge your complaint in writing, within 3 working days, in line with this procedure and then endeavor to liaise with you to resolve your complaint immediately but no later than 15 working days from our letter / email of acknowledgement.
Stage Two – Customer Relations Department
If, after you have dealt with the local Manager, you remain dissatisfied, you can request a review of your complaint, in writing, by the Customer Relations Department. Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request for a review.  If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is –
Movesmart
Customer Relations Department
554 Ley Street
Ilford
IG2 7DB

Alternatively, you can e-mail the department at: info@mymovesmart.co.uk
Stage Three – The Property Redress Scheme
If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Customer Relations Department, or 8 weeks has elapsed since the complaint was first made, you may approach the Property Redress Service without charge. Details of how to contact the Property Redress Scheme will be contained within the final viewpoint letter / email sent as the final response to your complaint. Information can also be found online at https://www.theprs.co.uk

For your information:

  • You must make your complaint to the Property Redress Scheme within 6 months of the date of our final viewpoint letter / email or last communication.
  • The Property Redress Scheme will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter/email.
  • The Property Redress Scheme recommends paying any outstanding fees on a “without prejudice” basis to avoid late-payment charges and/or further action.