Complaints Process

If you have a complaint, please put it in writing to Martin Smith, 42 Romford Road, Stratford, E15 4BZ or martinsmith@martinsmithletting.co.uk, including as much detail as possible.

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to The Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review, the following the link below will assist you in this process: https://www.tpos.co.uk/

Please note the following:

You will need to submit your complaint to the TPOS scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The TPOS scheme requires that all complaints are addressed through the in-house complaints procedure, before being submitted for an independent review.