We aim to get it right first time.
If we ever fall short, tell us, so we can put it right quickly and learn from it.

Fastest fix: speak to your named contact or call 0204 572 9091 during business hours. Most concerns are solved immediately. 

How to raise a complaint (simple & accessible)

You can contact us in writing or verbally. We encourage written complaints so there’s a clear record, but we’ll log and handle verbal complaints too.

• Email: info@smartsale4u.co.uk
• Post: Smartsale4u, Suite 331, Kemp House, 152–160 City Road, London, EC1V 2NX
• Phone (access support): 0204 572 9091

Helpful to include: your name and contact details, property address or reference, what happened, when, anyone involved, and what you’d like us to do.

Our two-stage process 

Stage 1 – Manager Review

• Acknowledge within 3 working days of receiving your complaint.
• A manager investigates and aims to send a detailed response within 15 working days.
• If we need more time (e.g., awaiting third-party information), we’ll explain why and give you a new date.

Stage 2 – Senior Review

• If you’re unhappy with Stage 1, tell us in writing. We’ll acknowledge within 5 working days.
• A senior team member, not previously involved, will review and aim to provide our final viewpoint within 15 working days.

We aim to conclude our in-house process within 8 weeks of your first written complaint. These timings align with Ombudsman expectations for fair, timely handling. 

Still unhappy? Independent redress 

SmartSale4U is a member of The Property Ombudsman (TPO). If we’ve issued our final viewpoint or 8 weeks have passed since you first wrote to us, you can ask TPO to review your case. You must contact TPO within 12 months of our final response and include any evidence. 

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306 Web: tpos.co.uk

What outcomes you can expect

Depending on what happened, outcomes may include an apology, an explanation, corrective action, a goodwill gesture or compensatory award where appropriate. Our focus is to resolve the issue and prevent it recurring.

How we minimise complaints (our service standards)

• Qualified buyers first (AIP/proof of funds, chain checks) to reduce fall-throughs.
• Proactive outreach & follow-up so momentum never drops.
• Weekly updates as standard, more often at key stages.
• Transparent fees and next steps at every milestone.
• One accountable team from sale to completion.

We learn from feedback

Every complaint is logged, reviewed by management and used for training and process improvement. We’ll never reduce service or treat you unfavourably because you raised a concern.

Important notes 

• “Working days” means Monday-Friday, excluding UK bank holidays.
• We handle your information per our Privacy Policy.
• This page covers sales services and aligns with TPO guidance and codes of practice for complaint handling.