Complaints Handling Procedure
A complaint is any expression of dissatisfaction.
Clevedon Salerooms Limited aim to offer the highest level of professional services and in order to maintain standards our Valuers are either RICS Regulated Arts & Antiques Surveyors or SOFAA Associate Society of Fine Arts Valuers.
If you feel that we have fallen short of your expectation and you wish to complain we would ask that you please follow our two stage complaints handling procedure detailed below.
Stage 1 Gives our firm the opportunity to review and consider your complaint in full. If you are not happy with our response, you will have the opportunity to take your complaint to stage 2
Stage 2 Gives you the client, the opportunity to have your complaint reviewed and considered by an independent redress provider approved by the Royal Institute of chartered Surveyors.
By following this process and taking a reasonable and constructive approach we hope that we can reach a point where the issue is resolved.
If you have initially made your complaint verbally, whether face-to-face or over the phone, please also make it in writing addressed to Marc Burridge at the address below. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by Marc Burridge ASFAV Director on behalf of Clevedon Salerooms. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Marc Burridge’s investigation into your complaint, the matter will conclude.
We will consider your complaint as quickly as possible and will acknowledge your complaint (within seven days) and will aim to respond fully to the complaint as soon as is possible, or if that is not possible, provide an update on what is happening with your complaint within twenty-eight days.
All complaints should be addressed to:
*Marc Burridge ASFAV, Director
Clevedon Salerooms Limited, The Auction Centre, Kenn Road, Kenn, Clevedon, BS21 6TT
Tel 01934 830111
*Under certain circumstances this may be delegated to another director in the Firm.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent third party redress provider, as approved by the RICS Regulatory Board.
We have chosen the following redress providers dependent on your status:
Our chosen independent address provider for consumer clients:
The Property Ombudsman Limited, Registered Office – Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP Registered in England No: 3339975
Our chosen independent address for business to business clients:
RICS Dispute Resolution Services, Surveyor Court, Westwood Way, Coventry, CV4 8JE