Complaints Procedure
At Hamlyn Smith, we value our customers and are committed to providing high-quality service. However, if you feel that our service has fallen short of your expectations, we take your concerns seriously and aim to resolve any issues in a fair and timely manner.
Step 1: Raising Your Complaint
If you have a complaint, please contact us in one of the following ways:
- Email: toby@hamlynsmith.co.uk
- Post: Hamlyn Smith, 50 Goldstone Villas, Hove, BN3 3RS
- Phone: 01273 762222
Please provide as much detail as possible, including:
- Your name and contact details
- The nature of your complaint
- Relevant dates, transactions, or correspondence
- Any supporting documents
Step 2: Acknowledgement
We will acknowledge receipt of your complaint within three working days. Our acknowledgment will confirm that we have received your complaint and outline the next steps in our investigation.
Step 3: Investigation
Your complaint will be thoroughly investigated by a senior member of our team who is independent of the issue you have raised. This ensures an unbiased review of the matter. We may contact you for further information or clarification to ensure we have a comprehensive understanding of your concerns.
Step 4: Response
We aim to provide a formal response within 15 working days of acknowledging your complaint. If the investigation requires more time, we will notify you and provide an expected completion date.
The response will include:
- A summary of your complaint
- The findings of our investigation
- Our decision and any proposed resolution
Step 5: Escalation
If you are not satisfied with our response, you may escalate your complaint to our Managing Director. Please send your escalation to:
Jerry Hamlyn-Eastell, Managing Director, Hamlyn Smith
Hamlyn Smith, 50 Goldstone Villas, Hove, BN3 3RS
Email: jerry@hamlynsmith.co.uk
We will review your escalated complaint and provide a final response within 10 working days.
Step 6: Independent Redress
If you remain dissatisfied after receiving our final response, you can refer your complaint to an independent redress scheme. Hamlyn Smith is a member of The Property Ombudsman (TPO), which offers a free and impartial resolution service.
Contact details for TPO:
- Website: www.tpos.co.uk
- Phone: 01722 333306
- Email: admin@tpos.co.uk
- Post: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Complaints must be referred to TPO within 12 months of receiving our final response.
Monitoring and Review
Hamlyn Smith regularly reviews complaints to identify trends and improve our services. We thank you for providing feedback that helps us enhance the quality of our customer care.
If you have any further questions about our complaints procedure, please do not hesitate to contact us.
