Complaints Policy


At MOVE Online, we are committed to delivering exceptional service and accurate information to all our users and clients. We believe in the importance of listening to our customers and learning from their feedback. Understanding that there may be times when our services may not meet expectations, we have established a comprehensive complaints policy. This policy ensures that any grievances are addressed promptly, fairly, and effectively, reinforcing our dedication to customer satisfaction and continuous improvement.


Policy Overview

Our complaints policy is built around transparency, accessibility, and responsiveness. We aim to provide a straightforward process for raising concerns, ensuring that every complaint is treated with seriousness and confidentiality. It is our policy to acknowledge all complaints swiftly, investigate them thoroughly, and resolve them in a timely manner. We see complaints as an opportunity to not only address the immediate concerns of our users but also to improve our services and customer experiences in the long term.


Raising a Complaint

Users who wish to make a complaint can do so through multiple channels including our website, email, or telephone. We strive to make this process as easy as possible, ensuring that our team is accessible and ready to assist. Upon receiving a complaint, we will provide an acknowledgment to the complainant, detailing the next steps and the expected timeline for resolution.


Investigation Process

Each complaint will be subject to a thorough investigation by our team. This process involves gathering all necessary information and evidence related to the complaint, understanding the circumstances, and identifying any areas where our services may have fallen short of our standards or the expectations of our users. Throughout this process, we may reach out to the complainant for further information or clarification as needed.


Resolution and Feedback

Following the investigation, we will communicate our findings to the complainant, including any actions taken or proposed to resolve the issue. Our aim is to resolve complaints to the satisfaction of all parties involved, whenever possible. We also welcome feedback on the resolution process, as it is a valuable part of our ongoing effort to enhance our services.



All complaints will be handled with the utmost confidentiality. Information related to the complaint will be shared only with those directly involved in its resolution. We are committed to protecting the privacy and security of our users’ information throughout the complaint process.


Continuous Improvement

Feedback and complaints are integral to our continuous improvement process. Lessons learned from complaints are used to improve our services, processes, and customer interactions. We are committed to implementing changes that enhance our operations and prevent future issues.



MOVE Online’s complaints policy reflects our commitment to our users’ satisfaction and our continuous improvement ethos. We believe in addressing concerns openly, fairly, and efficiently, ensuring that our users feel valued and heard. Our goal is not just to resolve individual complaints but also to build on these experiences to improve our service for all users.