Updates

Our Complaints Policy was last updated on the 15th November 2023

Who we are

Smooth Lettings Ltd. (hereinafter: “We”/”Us”) refers to Smooth Lettings Ltd. registered at 18 Northfield Road, Welton, Lincoln, LN2 3FF.

Our website, https://www.smoothlettings.co.uk (hereinafter: “the website”) refers to the primary website for Smooth Lettings Ltd.

Should you need to make a complaint:

We aim to provide the best possible experience when working together. Unfortunately, we might not always get it right. If you do need to make a complaint, we have a number of ways to get in touch with the team.

Email

In the first instance, please email the following address with details of your complaint: complaints@smoothlettings.co.uk

In the body of your email we recommend including your reason for complaint, any additional details you may have, and any attachments which are applicable to the complaint; this may include, but is not limited to, contractual documents, photographic evidence, previous correspondence etc.

When sending your complaint via email, we endeavour to acknowledge receipt of your complaint within 48 hours, however, it may take up to 8-weeks for us to complete our investigations. During this time we will be in touch if there is any additional information required to investigate and amicably resolve your complaint.

Post

You can also send your complaint to our registered office address at:

Smooth Lettings Ltd.
18 Northfield Road
Welton
Lincoln
LN2 3FF

Please include any additional documents in your initial correspondence so that we can start working on your complaint as quickly as possible.

When posting your complaint, it may not always be possible to acknowledge receipt of your complaint within 48 hours. Where possible, we will use a contact number, or contact email address we have in order to let you know we have received your complaint, so we recommend including these in your correspondence. If these are not available, a return mailing address will be used to let you know we have started our investigations into your complaint. It may take up to 8-weeks for us to complete our investigations. During this time we will be in touch if there is any additional information required to investigate and amicably resolve your complaint.

Property Redress Scheme

We’re proud to be members of the Property Redress Scheme (PRS) who can mediate a complaints procedure provided you have been in touch with us in the first instance, and given us at least 8-weeks to respond to your complaint.

If after this 8-week window, you feel your complaint has not been resolved, or has had an unsatisfactory resolution, then you can find details of the PRS complaints procedure here: https://www.theprs.co.uk/Complain

Thank you.