We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Should you have any problems with Smart Estate Agent’s service which you are unable to resolve with the member of staff involved or the relevant Manager, you should write to: Sophie O’Connor, Operations Manager, Smart Estate Agent, 10 Southernhay West, Exeter EX1 1JG, please include as much details as possible.
The complaint will be acknowledged within 3 working days of receipt, along with a copy of this procedure, we will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a Director of Smart Estate Agent. We will again write to you, within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
This letter will also confirm that you are entitled, if dissatisfied, to refer the matter to The Property Ombudsman (TPO) within six months for a review (for further details see below).
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire, SP1 2BP
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through the in-house complaints procedure before being submitted for independent review.