WRB Auctions Ltd 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, including as much detail as possible.

We recommend emailing us in the first instance to ensure receipt.


If you would prefer to write, please see the address below.

Oak-tree Court Business Center

Mill Lane


CH64 8TP



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, you may be able to refer your complaint to the

Property Ombudsman to consider without our final viewpoint on the matter).

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

a manager who will review your file and speak to the member of staff who dealt with


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.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an

independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street




01722 333 306


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.

The Property Ombudsman requires that all complaints are addressed through this in-house

complaints procedure, before being submitted for an independent review.