Complaints Procedure
Last updated: August 2026
1. How to complain
If something has gone wrong, email hello@movelane.co.uk with your name, the email address on your account, the property or listing reference where relevant, and a clear description of the issue. Signed-in users can also raise a complaint through the support area.
2. Our timescales
- We acknowledge every complaint within 3 working days.
- We aim to provide a full written response within 15 working days.
- If we need longer, we will explain why and give you a revised date, which will not exceed 35 working days from acknowledgement.
3. Complaints about an estate agent
MoveLane is an advertising marketplace. We do not act as an estate agent and are not party to the sale, letting or tenancy. Complaints about an agent's conduct, fees or service should first go to that agent's own complaints procedure. If their listing content on MoveLane is inaccurate or misleading, tell us and we will investigate the listing.
4. Escalation
If you remain unhappy after our final response, you can escalate a complaint about a member agent to the relevant redress scheme, such as The Property Ombudsman or the Property Redress Scheme. Complaints about how we handle your personal data can be raised with the Information Commissioner's Office (ICO).
5. Related policies
See our Terms of Use, Privacy Policy and Cookie Policy.