1. The initial point of contact for all complaints is either Emma Daffurn (sales) or Mark Farebrother (lettings) who can be contacted at the branch. The complainant should be provided with their full name, address and contact details.
2. Even if initially made orally, all complainants should be asked, if at all possible, to submit their own complaint in writing.
3. Emma or Mark will acknowledge any complaint promptly, within 24 hours, with a formal written outcome being submitted to the complainant within 7 working days.
4. If the complainant remains dissatisfied, the complaint will be passed to Jamie Smart (Director) who will conduct a speedy, separate and detached review of the complaint.
5. Following this in-house review, a final written statement including any offer made, will be sent to the complainant.
6. Where this still does not satisfy the customer, this becomes the “Deadlock Letter” and will be accompanied by details of how the matter can be referred to The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306
7. Customers may be given a copy of this in-house procedure.
Last updated at 1:46 PM 13/09/2023 by allAgents
Smarthomes were always very professional from beginning ( when Jamie visited to take pictures, arrange viewing and secure sale within a week of viewing) to end of sale process - through Helen working so hard to make it happen for us. She is amazing.
Full of confidence, friendly attitude, she had the experience to deal with all issues and support us as her client/s at all times if/when we felt stressed. Could be approached at any time and would respond as soon as.....
Our plan was to sell up in UK and move to Ireland upon retirement and she has made our dream come through. What a star.
Thank you Smarthomes and especially to Helen