Rare & Desirable: The Bidding Platform are committed to providing a professional and high-quality service to all our clients and customers. If something goes wrong, we need you to tell us by following our complaints procedure.
This helps us improve our services and resolve any issues as quickly as possible.
How to Submit a Complaint
Please put your complaint in writing by email and address it to the Sales Director.
Phone: 0333 3584144
Email: [email protected]
In your complaint, please include as much detail as possible, including:
- Dates
- Names of any members of staff you dealt with
- Any supporting evidence (where applicable)
Once we receive your complaint, we will acknowledge it and respond in line with the timescales and stages set out below.
Our Acknowledgement
Your complaint will be acknowledged within 5 working days of receiving your complaint, and we will start our inhouse complaints process.
Step 1: Our Investigation
Once we receive your complaint, we will investigate the matter within 15 working days. A Director or Manager will review the details of your complaint and provide a formal written response. This response will address your specific concerns and, where appropriate, propose resolutions.
Step 2: Further Investigation
If you remain dissatisfied with the initial response, please contact us again. We will conduct a separate review, which will take place within 15 working days of receiving your request. This review will be carried out by all of our Directors, and we will provide a final written response outlining our final viewpoint on the matter.
Step 3: Referral to The Property Ombudsman
If you are still dissatisfied after receiving our final decision, or if more than 8 weeks have passed since your complaint was first made, you may refer your complaint to The Property Ombudsman for an independent review. You must do this within 12 months of receiving our final response.
This service is provided at no cost to you.
Website: www.tpos.co.uk
Email: [email protected]
Phone: 01722333306
Address:
The Property Ombudsman,
Milford House,
43-55 Milford Street,
Salisbury,
SP12B