Complaints Handling Procedure

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Stage One
A person has been appointed within Smith & Friends Estate Agents to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

Mrs Carly Smith
Smith & Friends Estate Agents
Head Office
21 Bishop Street
TS18 1SY

E-mail :

Where your complaint is initially made verbally you will be requested to send a written summary of your complaint to Mrs Carly Smith. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by Carly Smith, on behalf of the firm. We will try to resolve the complaint to your satisfactory. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.
We will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 28 working days.

Stage Two
However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is set out below:

For estate agency, property management and lettings agency complaints contact:

Property Redress Scheme (PRS)
First Floor,
Elstree Way, Borehamwood, Hertfordshire.
WD6 1JH.
Telephone: 0333 321 9418 Email:

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