In-House Complaints Procedure – Property Auction Services

At Auction Agent, we are committed to providing a professional and transparent service. If something goes wrong, we want to hear from you so we can put it right and improve.

We aim to make reasonable adjustments where needed so that our complaints process is accessible. If you have a complaint about our property auction services, please contact us in writing by email. We will respond in line with the timeframes set out below.

If we have not resolved your complaint within eight weeks, you may refer it to the Property Ombudsman for an independent review. Their contact details are given at the bottom of this page.

Email: info@auctionagent.co.uk

What Happens Next – Property Auction Complaints Process

When you submit a complaint regarding our property auction services, here's what you can expect:

• Acknowledgement: We will send you a written acknowledgement within 3 working days of receiving your complaint, confirming it has been received and is being looked into.
• Investigation: Your complaint will be investigated, usually by the office manager or a senior member of our team, who will gather the relevant information and respond to you in writing.
• Internal Review: If you are not satisfied with the outcome, you can request a separate review. A different senior member of our team will look at your complaint and our initial response and provide a final written viewpoint.
• Independent Review: If you remain dissatisfied with our final viewpoint, or if more than 8 weeks have passed since you first complained, you may refer your complaint to the Property Ombudsman for an independent review.

This process ensures that all property auction complaints are handled fairly, efficiently, and transparently, giving clients confidence in our professional auction services.

The Property Ombudsman

Email: admin@tpos.co.uk

Phone: 01722 333306

Website: www.tpos.co.uk