Raise it early
Many concerns can be resolved quickly by speaking with the team member handling your matter.
Submit in writing
Formal complaints should include the property, dates, correspondence and outcome you are seeking.
Independent redress
If unresolved after our internal process, eligible complaints may be referred to PRS.
SLE Management LTD trading as Smart Link Estates
1. Our Commitment
At Smart Link Estates, we are committed to providing a professional, transparent and high-quality service to our landlords, tenants, buyers, sellers, applicants and other customers.
We recognise that occasionally a customer may feel that we have not met their expectations or that something has gone wrong. We take all complaints seriously and aim to resolve them fairly, promptly and professionally.
This Complaints Procedure explains how you can make a complaint and how we will investigate and respond to it.
2. Who Can Make a Complaint?
A complaint may be made by any customer or person who has received or been affected by a service provided by Smart Link Estates, including:
Landlords
Tenants
Buyers
Sellers
Applicants
Commercial property clients
Contractors or suppliers, where appropriate
An authorised representative acting on behalf of a customer
3. How to Make a Complaint
We encourage customers to raise concerns with the member of staff dealing with their matter in the first instance, as many issues can be resolved quickly and informally.
If you remain dissatisfied, or wish to make a formal complaint, your complaint should be submitted in writing.
You can submit your complaint by:
Email: info@smartlinkestates.com
Post:
SLE Management LTD trading as Smart Link Estates
89 Vicarage Lane
Stratford
London
E15 4HG
Please mark written correspondence "Formal Complaint".
To help us investigate your complaint, please provide:
Your name and contact details;
The property address, where applicable;
Details of the issue or service you are complaining about;
The dates on which the relevant events occurred;
The names of any relevant members of staff, where known;
Copies of relevant correspondence or supporting documents; and
The outcome or resolution you are seeking.
4. Stage 1 – Formal Complaint
Once we receive a formal written complaint, we will acknowledge receipt and record the complaint appropriately.
The complaint will be investigated by an appropriate member of staff.
Where reasonably practicable, the investigation will be carried out by a senior member of staff who was not directly involved in the matter giving rise to the complaint.
We will investigate the complaint fairly and consider all relevant information and evidence provided.
We aim to provide a written response as soon as reasonably practicable and, where possible, within 15 working days.
Our response will explain:
The matters we have investigated;
The information and evidence considered;
Our findings;
Whether we consider the complaint to be justified;
Any action we propose to take; and
Any appropriate resolution or goodwill offer, where applicable.
5. Further Review
If you remain dissatisfied with our response, you may request that the matter is reviewed.
Your request should be made in writing and should explain why you remain dissatisfied and identify any points you believe have not been properly addressed.
The review will be carried out by a senior member of staff who was not directly involved in the original complaint or investigation, where reasonably practicable.
We will provide a further written response following the review.
6. Completion of Our Internal Complaints Procedure
We will make every reasonable effort to resolve complaints promptly.
Our internal complaints procedure should normally be completed within 8 weeks of receiving the formal written complaint.
If we are unable to resolve the complaint within this period, or you remain dissatisfied following our final response, you may be entitled to refer the matter to the Property Redress Scheme (PRS).
The PRS requires consumers to first raise a formal written complaint with the member and give the member an opportunity to resolve the matter. Generally, the complainant must allow eight weeks for the complaint to be resolved before the PRS can consider the matter.
7. Property Redress Scheme
Smart Link Estates is a member of the Property Redress Scheme (PRS).
If you remain dissatisfied after we have had the opportunity to resolve your complaint, you may be able to refer the complaint to the Property Redress Scheme, subject to the PRS's rules and jurisdiction.
The PRS provides an independent redress service for complaints relating to property professionals and aims to provide impartial resolution where a complaint cannot be resolved directly between the customer and the member.
You should normally contact the PRS within the applicable time limits set out in the PRS's current Conditions of Complaints.
Property Redress Scheme
Telephone: 0333 321 9418
Website: www.theprs.co.uk
Email: info@theprs.co.uk
You can find further information about the PRS complaints process on its website.
8. Complaints About Tenancy Deposits
Complaints relating specifically to the return or distribution of a tenancy deposit may be subject to the rules of the relevant government-approved tenancy deposit protection scheme.
Where appropriate, customers should use the dispute resolution process provided by the relevant deposit protection scheme.
9. Urgent Repairs and Safety Issues
This complaints procedure should not be used as a substitute for reporting an urgent repair, emergency or safety issue.
Tenants should report urgent maintenance or safety matters to Smart Link Estates through the normal reporting channels provided to them.
Where there is an immediate risk to life or safety, the appropriate emergency services should be contacted.
10. Representatives
You may appoint a representative to assist you with your complaint.
We may require confirmation that the representative has authority to act on your behalf before disclosing personal or confidential information.
11. Confidentiality and Personal Information
We will handle complaints appropriately and in accordance with applicable data protection legislation.
Information provided as part of a complaint may be shared internally where necessary to investigate and resolve the complaint.
Where necessary and lawful, relevant information may also be shared with landlords, tenants, contractors, professional advisers, insurers, regulatory bodies or the Property Redress Scheme.
12. Complaint Records
We will maintain appropriate records of complaints received, the investigation undertaken, correspondence and the outcome.
We will periodically review complaints to identify opportunities to improve our services and prevent similar issues from occurring.
13. Contact Details
SLE Management LTD trading as Smart Link Estates
89 Vicarage Lane
Stratford
London
E15 4HG
Email: info@smartlinkestates.com
Telephone: 020 7100 0999
Website: www.smartlinkestates.com
Smart Link Estates is committed to dealing with complaints fairly, professionally and transparently and to using customer feedback to improve the services we provide.
