Complaints Procedure
Chelsea Riverview Shared

Your SMC Home

SMC Property strives for excellence and our teams work to the highest standards to ensure our residents can move into their new homes happily and quickly. Before you are handed the keys to your new home, our properties are checked by three individual teams; they will check every inch of your home to minimise disruption once you have moved in.

Complaints Procedure

SMC aims to provide a high standard of service, and takes all issues and complaints very seriously. It will always be our intention to comply with requirements of the Build Zone Code of Conduct, to work alongside you to resolve your complaint where possible and provide responses within appropriate timescales.

How and where to escalate a Complaint:

We kindly request that you put the details of your complaint in writing. This will ensure we have a full understanding of the reasons for your complaint which can be reviewed by the relevant person(s) or team. Please send your complaint in writing to:

In writing:
FOA: Managing Director
SMC Fulham Limited
Chelsea Riverview
The old Station
Moor Lane
Staines-upon-Thames
TW18 1HB

OR

By email - complaints@SMCProperty.co.uk

What happens next:

1. A letter will be issued acknowledging the complaint within 5 days of receipt. SMC may also provide a clear timeframe for when the next response will be received.

2. The complaint will be investigated further and reviewed by the relevant person or team. We may ask for further information and evidence, and on occasions it may be necessary to arrange a visit. In these situations we will contact you within 10 working days to arrange a suitable time.

3. A detailed written reply to the complaint will be sent to you, including suggestions for resolving the issue. We will aim to send this within 20 working days. The response will include one or more of the following:

• An acceptance of the Complaint and what action SMC Fulham Ltd is going to take to resolve the issue(s) raised.
• An estimated timescale for the work required to resolve the issue(s) raised.
• A rejection of the Complaint and details of the reason(s) why the Complaint is rejected.
• Details of any further investigation work necessary to determine the outcome of the Developer’s decision to either accept or reject the complaint, including timescales.
• That a written final response will be provided as soon as possible after any further investigation has been carried out and that it will set out what part(s) of the Buyer’s Complaint SMC agrees with as well as (where appropriate), what part(s) SMC disagrees with and why.

4. If you are still dissatisfied - Disputes
Our aim is to resolve all complaints in line with the Code of Conduct. However, if you are still dissatisfied you may have the right to refer your complaint to the structural warranty provider, Build Zone as Dispute for a mediation service and/or Alternative Dispute Resolution Service.

If a Dispute cannot be settled between both parties, you are entitled to raise the Dispute with Build-Zone. This can be done via escalating a Complaint or Dispute to Mediation and / or the Alternative Dispute Resolution Service. However, Mediation cannot be undertaken following a decision made under the terms of the Alternative Dispute Resolution Service unless the subject matter of the Complaint or Dispute is separate from the matter considered by the Alternative Dispute Resolution Service facilitator and the SMC has had the opportunity to respond to the Complaint or Dispute.

To contact Builzone regarding Dispute please click here

Disclaimer:
Please note all timescales on this document are approximate and the developer may contact you to arrange these meetings at times that are slightly different to the ones listed above. Building projects are a constantly evolving process and this can mean predicted timescales can change, we ask that our buyers keep this in mind. SMC will work to keep to these timescales wherever possible however there are items that are outside our control. SMC reserves the right to make changes to these procedures and policies.