Complaints Procedures
Sales Complaints Procedure

1. The initial point of contact for all sales complaints is Emma Daffurn 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 Daffurn will acknowledge any complaint promptly, 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.


smarthomes NewHomes Complaints Procedure

1. The initial point of contact for all Newhomes complaints is Louise Powell 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. Louise Powell will acknowledge any complaint promptly, 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 Julia Evans (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.


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