COMPLAINTS POLICY

Phone: 020 7952 6088
Emergency No: 079 8487 5614
Email : complaints@smartcityapartments.com

Address:
Smart City Apartments
50 Havelock Terrace,
London SW8 4AL
United Kingdom

Smart City Apartments is one of London serviced apartments provider. We want to ensure you have the best possible experience every time.

Like you, we’re unhappy should our services not live up to your expectations. While we hope you will not have reason to complain, we would rather deal with any grievance, than have you leave the apartment unhappy.

Below you’ll find a process should you wish to complain.
We hope to use this process to continually improve our service to you and ensure

  • All complaints are treated consistently, fairly and confidentially
  • To take corrective action
  • To identify areas for improvement and share best practice

1. What is a complaint?

A complaint is when you tell us about something that Smart City Apartments has done (or should have done) that you are not happy about.

2. How can I make a complaint?

You can make a complaint in person, by letter/email or by telephone on 0044(0)2079526088 or complaints@smartcityapartments.com. In every case please provide as much information as possible e.g. your name, address and contact number, your apartment number and location, the full name of the team member you are unhappy with or the details of the service you are unhappy with, your booking reference, the date of your stay.

3. Informal Complaint

We will answer most complaints at the first point of contact. If we need to pass your complaint to another member of our staff, we will tell you who it is and, if required, when they will get back to you. In this way most difficulties can be resolved at an early stage by talking. If you’re at the apartment, the first point of contact should be the Guest Services Assistants or the Operations Supervisor.

4.Formal Complaint

If you are unable to raise your complaint informally, or feel the issue was not resolved to your satisfaction, please write to us outlining your complaint in detail at the address below. Our Operations Manager will personally investigate the matter again.

Smart City Apartments will provide you with a response within ten working days of receipt. If this is not possible, due to a more detailed investigation being needed, we will provide you with an acknowledgement within ten working days, informing you of the likely timescale the investigation will be completed.

You can write to: Smart City Apartments, 50 Havelock Terrace, London, SW8 4AL