Complaints

Smith & Ericsson Ltd is committed to providing a professional service. If something goes wrong, please tell us so that we can try to put it right and improve our service. We do not charge for handling your complaint.

How to complain

Please send your complaint by email or letter to:

Kris Ericsson, Director
Smith & Ericsson Ltd
33 Pollards Hill South
London SW16 4LW

Email: kris@smithericsson.com

Please explain the issues you would like us to consider, the relevant dates, anyone you dealt with, and the outcome you are seeking. Include supporting information where available.

If you need help to make a complaint or require a different format or way of communicating, please let us know. We consider individual needs and make reasonable adjustments where appropriate, including for disability, language or literacy difficulties, bereavement and other circumstances that may make it harder to raise a concern.

Acknowledgement

We will acknowledge your complaint in writing within three working days of receiving it and provide a copy of this procedure.

Investigation and final response

Kris Ericsson, Director, will investigate your complaint. We aim to provide a final written response within 15 working days of receiving it, addressing the issues raised and explaining any proposed resolution.

We operate a single-stage in-house complaints process. Our written response will be identified as our final viewpoint and will explain how to refer the matter to The Property Ombudsman if you remain dissatisfied.

If we need additional time, we will explain why, give you an expected response date and keep you informed. This does not affect your right to approach The Property Ombudsman once eight weeks have passed since we received your complaint.

The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to The Property Ombudsman. You must do so within 12 months of the date of our final viewpoint letter.

You may also refer your complaint if eight weeks have passed since we received it and it remains unresolved, without waiting for our final viewpoint. The Ombudsman's service is free for consumers and subject to its eligibility requirements and terms of reference.

Redress scheme: The Property Ombudsman

Membership reference: T07055

The Property Ombudsman
Unit 159756, PO Box 7169
Poole BH15 9EL

Consumer telephone: 01722 333306

Website: https://www.tpos.co.uk/

Complaints about personal information

Concerns about how we handle personal information can be raised with Kris Ericsson using the details above or your usual contact method. Our Privacy Notice explains that process and your right to complain to the Information Commissioner's Office. You do not have to complete the property-service complaints process before raising a data protection concern.