Complaints

At Smooth, our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times.

In the first instance, please write to us at: [email protected]

When we receive your complaint, we will send you a ‘confirmation of receipt’ within 3 working days. We will
fully investigate the point(s) you raise and, within 10 working days of us sending you the confirmation of
receipt, you will receive our full response.

If we are unable to resolve your concerns during this time period, we will provide you with an estimate of when
you will receive our full response and reasons for any delay.

After our final written response, we may conclude that the complaint is closed, and if so, we reserve the right
not to enter into any further communication.

If you remain unhappy with our response and have exhausted our complaints procedure, as we are members
of the Property Redress Scheme, a government approved redress scheme who resolve complaints between
members and their consumers, you can contact them and ask them to investigate your complaint.

However, before raising your complaint with The Property Redress Scheme you must have waited 8 weeks
from the date of your written complaint to us for us to investigate and respond, and be able to show that it is
still within one year from the last communication we had with you, relating to this complaint.

The Property Redress Scheme is free to use for those making a complaint and further information and
guidance on how to resolve complaints is available for you on their website www.theprs.co.uk/Consumer
To make a complaint, fill out a complaint form or contact the Property Redress Scheme directly or
alternatively, visit their website.