Complaints

Complaints Procedure

Customer service and satisfaction is of the utmost importance to us at Bamboo Auctions. Making property transactions fast, certain and transparent ultimately means making transactions less stressful and this is what we strive to achieve with everything we do in our business.

If ever you feel that we have fallen short of your expectations, we will do everything we can to resolve and improve your experience with us. Ultimately we are committed to providing a professional service to all of our customers.

We are members of The Property Ombudsman and as a result we adhere to their approved complaints procedure. The process is fully transparent and will follow the steps below:

  1. If you do feel unhappy with any elements of our service, you should contact us to let us know. A member of the team will be in touch with you as soon as possible to try and resolve any issues you may have.

  2. If we are unable to resolve your issue, we will escalate your complaint to a member of our management team, who will acknowledge your complaint within 3 working days, carry out a full and thorough review of your complaint, and respond to you in writing with the outcome of the investigation and any appropriate measure to resolve your complaint within 15 working days from the date of your complaint.

  3. If you are still not satisfied after this in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman, who’s decision will be final. We would be happy to provide details for you to contact The Property Ombudsman.

Please note that 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.