Our service standards
Complaints handling procedure
Property Smart London Ltd is committed to providing a professional service to all clients and customers. If something goes wrong, please tell us. This helps us improve our standards.
1. Making a complaint
Please put your complaint in writing, including as much detail as possible, and send it to:
The Director
Property Smart London Ltd
189 London Road
Romford
RM7 9DD
Email: info@propertysmartlondon.com
2. Acknowledgement
We will acknowledge receipt of your complaint within three working days of receiving it.
3. Investigation and response
We will investigate your complaint. A formal written outcome of our investigation will normally be sent to you within 15 working days of receiving the complaint.
4. Final viewpoint
If you remain dissatisfied, please contact us again. We will conduct a separate review and write to you with our final viewpoint.
5. Independent redress
If you remain dissatisfied after completing our internal procedure, or more than eight weeks have elapsed since the complaint was made, you may refer the matter to Property Redress for an independent review, subject to its eligibility rules and time limits.
Property Redress membership number: PRS053342
www.propertyredress.co.uk
6. Propertymark conduct concerns
If your complaint concerns a possible breach of Propertymark’s Conduct and Membership Rules and remains unresolved after our internal complaints procedure and independent redress process, where applicable, you may refer the conduct issue to Propertymark.
Propertymark considers possible breaches of its membership and conduct rules. It does not have the power to award compensation.
How to make a complaint to Propertymark
Propertymark, Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
Telephone: 01926 496 800
Procedure version: August 2026.