Last Updated: October 7, 2025
1. Purpose
Smith Realty Team is committed to providing exceptional real estate services. This Complaints Policy explains how clients, visitors, or any other parties can raise concerns, how we handle complaints, and how we ensure fair and timely resolution.
2. Scope
This policy applies to:
- Clients, prospective clients, or visitors to our website.
- Matters relating to our services, communication, marketing, property listings, or employee conduct.
- Any formal or informal complaints regarding interactions with Smith Realty Team.
3. Principles
We commit to handling complaints based on the following principles:
- Fairness: Every complaint is assessed impartially.
- Transparency: Processes and outcomes are communicated clearly.
- Timeliness: Complaints are addressed promptly.
- Confidentiality: Personal information is protected in accordance with our Privacy Policy.
- Accountability: We learn from complaints to improve our services.
4. How to Submit a Complaint
Complaints can be submitted through:
- Email: [email@example.com]
- Phone: [Phone Number]
- Mail: [Address]
- Online Form: [Link to form, if available]
When submitting a complaint, please include:
- Your name and contact information.
- Details of the incident, service, or employee involved.
- Any supporting documentation or evidence.
- Your desired outcome, if applicable.
5. Complaints Handling Process
5.1 Acknowledgment
We acknowledge receipt of your complaint within 2 business days.
5.2 Investigation
- The complaint is assigned to a senior team member for investigation.
- We may request additional information from you to fully understand the issue.
- Investigations are conducted fairly, with all relevant parties given a chance to provide input.
5.3 Resolution
- We aim to resolve complaints within 14 business days.
- If resolution requires more time, we will keep you informed of progress.
- Outcomes may include apology, corrective action, policy review, or other measures to address the issue.
5.4 Escalation
If you are unsatisfied with the resolution, you may escalate the complaint to a senior manager or director.
In certain jurisdictions, regulatory or licensing bodies may provide further recourse.
6. Record Keeping
- All complaints and outcomes are documented securely.
- Records are retained for a minimum period in line with applicable regulations and internal policies.
7. Continuous Improvement
- Complaints are reviewed periodically to identify trends or systemic issues.
- We use feedback from complaints to improve services, staff training, and operational procedures.
8. Contact
If you have a concern or complaint, please contact:
Smith Realty Team
3110 NJ-10, Denville, NJ 07834, United States
Email: support@thesmithrealtyteam.com
Phone: +1 908-419-3030