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. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. Your complaint should be sent to Office Manager, Smart Lettings, 50A Oxford Street, Pontycymer, Bridgend, CF32 8DB or we welcome correspondence via email to lettings@smart-lettings.co.uk.

What will happen next?

❖ We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

❖ We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. 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 still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. Should you wish to escalate to this stage then please write to: Claire Tovey, Compliance and Administration Manager, Smart Lettings, 50A Oxford Street, Pontycymer, Bridgend, CF32 8DB, or via email to lettings@smart-lettings.co.uk.

❖ We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter.

If you remain dissatisfied, you can then contact Property Redress Scheme to request an independent review:

The Property Redress Scheme

1st Floor

Premiere House

Esltee Way

Brohamwood

WD6 1JH

info@theprs.co.uk

www.theprs.co.uk

0333 321 9418

Please note the following: You will need to submit your complaint to The Property Redress Scheme 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 this in-house complaints’ procedure, before being submitted for an independent review.

Contact Propertymark

We are Members of Propertymark

If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

Version 2. Updated 28^th January 2024.