1. Our Standards

The Auction Department Limited is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

2. Making a Complaint

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. You should send your complaint to:

The Complaints Manager
The Auction Department Limited
Hillsboro’, 377 Southchurch Road,
Southend on Sea, Essex SS1 2PQ

3. Our Process

• Acknowledgement: We will acknowledge your complaint within 3 working days of receipt.
• Investigation: We will investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.
• Formal Response: A formal written outcome of our investigation will be sent to you within 15 working days.
• Final Review: If you are still not satisfied, you can request a final review by our Managing Director.

4. The Property Ombudsman

If you remain dissatisfied with our final viewpoint, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House, 43-55 Milford Street,
Salisbury, Wiltshire SP1 2BP
www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.