In-House Complaints Procedure
We are 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.
If you have a complaint, please put it in writing recorded delivery to :
Smart Auction UK, 6th Floor, City Gate East Tollhouse Hill, Tollhouse Hill, Nottingham NG1 5FS. Please include as much details as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then 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. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
With us, it’s totally free to sell – no hidden costs,
no commissions, no “optional extras”. We offer a complete service, including a free estate agent, to make your sale as smooth as possible. Our local experts will always be on hand to guide you and answer any questions.
All information is kept completely confidential and will only be used by our team to assess if we are a good fit.
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Registered Office: City Gate East Tollhouse Hill, Nottingham NG1 5FS
Please note that calls may be recorded for training and monitoring purposes.
━━━━⊱Our locations ⊰━━━━
London
48 Piccadilly Circus, Warwick St, London W1B 5AW
1, Lowry Plaza, The Quays, Salford M50 3UB
Birmingham
Mailbox, 3 Wharfside St, Birmingham B1 1RD
City Gate East Tollhouse Hill, Tollhouse Hill, Nottingham NG1 5FS
Chester
Chester Business Park, Heronsway, Chester CH4 9QR
Cardiff
Cardiff Gate Business Park, Malthouse Ave, Pontprennau, Cardiff CF23 8RU
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