Complaints

Introduction

At Spring, we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

This Policy lets you know how to go about making a complaint and how to take it further if you need to.

Making a complaint. Resolving a complaint.

If you’re unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right.

If you have a complaint, we’ve set out our formal internal complaints procedure below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame.

We can resolve complaints by telephone, email or by post, whatever you would prefer. We aim to respond to all complaints within 14 days.

How to get in touch:

There are 3 easy ways to get in touch. So we can get back to you sooner, let us know details like your account number, address and contact number when you contact us.

By phone

Please call us on 020 8629 7877.

We will try our best to resolve your complaint during your initial phone call. However, where this is not possible, we will agree on a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint.

By email

Please send your email to complaints@springmove.com and allow 24 hours for a reply.

By post

It’s not as quick, but if you’d prefer to send us a letter, you can write to us at:

Complaints,
Spring Limited
Southbridge House
Southbridge Place
Croydon, CR0 4HA

If you remain dissatisfied:

If you are not satisfied with the way Spring has dealt with your complaint then you can refer the matter to:

The Property Ombudsman:
https://www.tpos.co.uk/

Advertising Standards Authority (if your complaint is about is about our advertisements online or in print media)
https://www.asa.org.uk/make-a-complaint.html