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city and rural property auctions logo
city and rural property auctions Logo
  • Properties for Sale
  • Auctions
    • Auction Dates
    • Bidder Registration and Instructions
    • Buying at Auction
    • Selling at Auction
    • Selling Probate Property at Auction
  • Blog
  • About Us
  • Contact Us
  • Properties for Sale
  • Auctions
    • Auction Dates
    • Bidder Registration and Instructions
    • Buying at Auction
    • Selling at Auction
    • Selling Probate Property at Auction
  • Blog
  • About Us
  • Contact Us
Do you have a property to sell?

Need Advice? Give us a call on
0117 946 49 49 or email post@crauctions.co.uk

City & Rural Property Auctions Ltd – Internal 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 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 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.

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
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

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.

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1 High Street,
Keynsham,
Bristol
BS31 1DP
© Copyright 2025 City & Rural Property Auctions. All rights reserved
CITY & RURAL PROPERTY AUCTIONS LTD (Company number 14273913). Registered office address: 9-13 High Street, Wells, Somerset, United Kingdom, BA5 2AA
city and rural property auctions logo

Privacy Policy

Complaints Procedure

Sitemap

Rightmove logo
On The Market logo
Zoopla logo
Facebook Linkedin Envelope

1 High Street, Keynsham,
Bristol, BS31 1DP

NAVA and NAEA logos
TPO and Trading Standards logos
RICS logo
© Copyright 2025 City & Rural Property Auctions. All rights reserved
CITY & RURAL PROPERTY AUCTIONS LTD (Company number 14273913). Registered office address: 9-13 High Street, Wells, Somerset, United Kingdom, BA5 2AA

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