Avoid
WARNING: If you withdraw from this branch because they fail to sell your home, expect to be hit with a discretionary "AML fee" termination penalty.
We instructed Your Move Whickham for nine months last year. They failed to secure a single second viewing, let alone an actual offer, directly costing us our onward property purchase.
This branch mismanaged our strategy from day one. After launching with a overvaluation and promises of a quick sale, our listing sat stagnant. Meanwhile, two comparable properties on our exact street sold within weeks through other agents—proving the issue was agency performance, not the market. Despite us promptly dropping the price by 10% to find the true market, their total lack of strategy still yielded absolutely nothing.
They arranged roughly 20 viewings with a 0% conversion rate. We withdrew before Christmas, exhausted by constant domestic disruption for unvetted "tyre-kickers" who just fancied a nosey around. The agent continuously passed on feedback regarding unchangeable layout features (small third bedroom/garden, downstairs bathroom) that any competent agent should have pre-vetted before booking them in.
A month later, they sent a completely unexpected invoice, aggressively pursuing a wholly discretionary "AML fee" exit penalty handwritten into the small print. This directly contrasts with their "NO SALE NO FEE" marketing. Passing this cost to consumers as an exit penalty is a choice most reputable independent agents absorb.
Following a formal complaint, their own Operations Director confirmed in writing that the branch holds no record or proof of ever providing us with the statutory contract documentation. Yet, they still ruthlessly upheld the charge. We eventually settled under protest strictly to safeguard our ongoing move.
Avoid this branch if you expect basic professional competence, regulatory compliance, and an agent that can actually sell your house.
Réponse de Your Move - Whickham
We are sorry to hear that you remain dissatisfied with your experience.
Our pricing and marketing strategy was recommended in good faith based on market conditions at the time and did generate a consistent level of viewing activity. We would not generally seek to discourage potential buyers before viewings by heavily focusing on subjective layout points, such as bedroom size or bathroom position, as buyers often form very different opinions once they have physically viewed a property.
Following feedback received during the marketing period, Chris Warren, the Branch Manager, personally attended the property to discuss a revised strategy and provide recommendations designed to improve the property’s appeal and saleability. These recommendations involved actions that needed to be carried out you as the sellers before the revised marketing strategy could be implemented.
Whilst the revised approach was agreed in principle, the recommended actions were not undertaken, meaning we were ultimately unable to proceed with the revised marketing plan as discussed.
With regard to the AML charge, this is a standard compliance charge applied across all Your Move Chris Stonock branches and is entirely separate from any sales commission. The charge and terms were clearly set out within the signed agency agreement. This matter was independently reviewed following your complaint to The Property Ombudsman, who concluded that the charge was clearly disclosed, reasonable, and fairly applied under the contract agreed.
Whilst we appreciate your frustration that a sale was not achieved during our instruction, we do not accept that the service provided fell below professional standards.
We wish you all the best moving forward.
