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SMART Complaints procedure

Stage one - Line manager


We would request you make your complaint to the line manager in charge of the section of SMART estate agent. They will receipt your complaint and assess the situation, you will then get a response within 5 working days

Contact details:


Lisa Williams


54 New north Road, Exeter, Devon, EX4 4EP - 01392 905 906



Douglas Scott - 01392 905 907


Stage 2 - Director

Director / Senior partner

Adam Pike

Should you wish to further your complaint past the line manager, you must do so within 28 days of receiving a response. This must be in writing, we will acknowledge receipt of this within 5 days and you will receive a response within 15 working days.

Contact details:

Adam Pike

54 New north road, Exeter, EX4 4EP - 01392 905 907


Stage 3 - Senior Partner

Director - Senior partner 

Robert Graves

If you still feel we have not satisfactorily dealt with the matter. You must address the matter with our senior partner. As above it must be done within 28 days, your letter will be acknowledged within 5 working days. We then will issue a final viewpoint letter

Contact details:

Robert Graves

54 New north road, Exeter, EX4 4EP - 01392 905 906


Stage 4 - Ombudsman


After receiving our final viewpoint letter and you remain dissatisfied you may contact Ombudsman. 

Contact details:

The property ombudsman scheme

01722 333 306

Address: TPOS complaints, Milford House, 43045 Milford St, Salisbury, Wiltshire SP1 2BP


Smart Estate Agent will always aim to resolve any issues quickly and promptly.

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