THIS CUSTOMER CHARTER SETS OUT WHAT HOW WE, AT SMART MOVE PROPERTIES, PLAN TO DELIVER AN EXCEPTIONAL STANDARD OF SERVICE AND MEET YOUR NEEDS AS A CUSTOMER.
At Smart Move Properties, our aim is to provide all our clients with the highest possible standard of professionalism by going beyond expectations to deliver exceptional customer service by combining our professional expertise with a high degree of personal attention to each client’s particular needs.
We take our commitment to you very seriously and will value and respect all clients equally regardless of diversity and provide a fair, transparent and efficient service, while maintaining confidentiality at all times. Whether you are buying, selling or renting a property or land, our staff are dedicated to providing you with the best possible service.
By making an effort to get to know you personally we will better understand your circumstances, needs, budget and what is important to you
Exceptional Customer Service
Our staff will always go the extra mile to ensure that your needs are delivered with respect and courtesy. We will provide a dedicated and professional service, based on a good knowledge of the local market for Sales, Lettings and Valuations and will aim to deliver a bespoke service for all our clients.
We will keep regular contact, updating you by email, phone, post or in person, depending on what suits you best and be responsive to your requests in a timely and efficient manner, giving you peace of mind, knowing that your property is in safe hands.
We will endeavour to explain the service that we provide, together with the true cost, benefits and consequence of any such service and will always give you the best advice – even if it means losing your business to a competitor
Respect Equality and Diversity
We will respect and value all persons and never discriminate regardless of age, race, ethnic origin, nationality, religion or disability and therefore ensure that all clients are treated fairly have equal access to any services we provide regardless of diversity. In the event that English is not your first language, we will endeavour to find someone who can translate for you in order to give you accurate information.
Smart Move Properties will always take our duty of care to our clients seriously and maintain confidentiality at all times in accordance with General Data Protection Regulation 2018. We will only collect data that is necessary to perform our duties and ensure that any private information will always be treated in strictest confidence and is kept safe, secure and for no longer than is necessary.
We welcome and value your feedback, whether it is positive comments or suggestions. From time to time, we may ask customers to take part in a survey. You can choose whether or not to take part in these surveys. The information from these surveys will help us to improve the service we offer our customers .
If something is wrong or we don’t meet your expectations in any way, we will take your complaint seriously and will do our utmost to solve any problems as quickly as possible and work with you to resolve any issues.
Any complaints may be made in person, by telephone (051-511199), email (firstname.lastname@example.org) or post and we promise to always be approachable, to listen carefully and to deal with your complaint in a fair, polite and prompt manner. If your complaint shows that we are in the wrong, we will apologise for the error, explain why it may have happened and immediately address the problem to ensure that it does not reoccur in the future.
Property Services Regulatory Authority
We promise to always do our utmost to find a satisfactory solution for your complaint, however, if you are not satisfied with the outcome, or we have breached the Property Services (Regulation) Act 2011, you can take your complaint further in writing to The Property Services Regulatory Authority (PSRA). who are empowered to investigate complaints of improper conduct under the Act against Property Service Providers. Contact details for the regulator are:
Property Services Regulatory Authority
2nd Floor Abbey Building