Complaints Handling Procedure

J. Smart & Co. (Contractors) PLC has in place a two-stage complaint handling procedure.

Stage one of the complaints handling procedure gives our firm the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction. If you are not happy with our response you will have the opportunity to take your complaint to stage two. Stage two gives you the client the opportunity to have your complaint reviewed and considered by an independent redress provider.


Stage one

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to the following address or send us an email using the link below:

The Complaints Handler
J. Smart & Co. (Contractors) PLC
28 Cramond Road South

t: 0131 336 2181

Send us an e-mail on this link.

We will consider your complaint as quickly as possible, and acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.


Stage two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider. We have chosen the following redress providers:


Property and Valuation Matters

The Centre for Effective Dispute Resolution (CEDR)

t: 020 7536 6116

Send an e-mail on this link.


Private Housing Related Matters:

As laid down in the Consumer Code for Home Builders the redress provider is:

NHBC House
Davy Avenue,
Milton Keynes

t: 0844 633 1000