Complaints Procedure
Complaints
Smart Property Group are committed to delivering the highest level of service. However, we understand that sometimes things may not go as expected.
If you experience any issues, we want to hear from you so we can address the problem promptly, fairly, and use the feedback to continually improve.
Please follow the complaints procedure outlined below to help us resolve your concerns efficiently.
Initial Complaint
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Please send your initial report to resolutions@smartpropertygroup.co.uk with as much detail as possible.
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Your complaint will be acknowledged within 3 working days with details on who will be responsible for investigating.
Your complaint will be reviewed in full, and any other relevant departments liaised with to establish all the facts.
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You will receive a detailed response within 15 working days, informing you of the outcome of the complaint and asking if the suggested resolution is satisfactory.
If we require more time to investigate your complaint, we will write to you with an explanation of the delay.
Escalating Your Complaint
If you are unsatisfied with our response and would like to escalate your complaint, please follow the below procedure:
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We will acknowledge your written concerns within 3 working days, and the complaint will be re-reviewed by the director.
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You can expect a final response within 15 working days or a further written explanation within this time as to why we may require more time to investigate.
Independent Review
If you remain unsatisfied with our final response, or more than 8 weeks has elapsed since the complaint was first made, you can refer your complaint to our independent redress scheme, The Property Ombudsman, using the details below.
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire, SP1 2BP
The Property Ombudsman requests that all complaints go through the above in-house procedure before being submitted to them for independent review.
Any such complaints must be referred to The Property Ombudsman within 12 months of our final response and without charge.