At Century 21 Auctions (AuctionESM Limited), we are committed to delivering a professional and transparent service to all our clients and customers. If something goes wrong, we want to know about it. Your feedback helps us improve and ensure issues are resolved promptly and fairly.
If you have a complaint, please put it in writing — either by letter or email — and send it to us. We will acknowledge and respond in accordance with the timescales outlined below.
Please submit your complaint in writing, providing as much detail as possible, including:
– Dates, names, and details of anyone you have dealt with
– A clear description of the issue
– Any supporting evidence or documentation
Send your written complaint to:
Eram Sheraz Monnoo (Director)
Century 21 Auctions (AuctionESM Limited)
Suite 9, The Old Glass Works, 37 Canal Street, Stockport SK1 3BZ
Timescale: Within 3 working days of receiving your complaint.
We will acknowledge your complaint in writing and begin our in-house complaints process.
Timescale: Within 15 working days of receiving your complaint.
Your complaint will be thoroughly investigated by one of our Directors or Managers, who will review all details and evidence. You will then receive a formal written response, addressing your concerns and outlining any steps taken to resolve the matter.
Timescale: Within 15 working days of receiving your complaint.
If you remain dissatisfied after receiving our initial response, you may request a further review. A senior Director will then issue a Final Viewpoint Letter, clearly setting out our final position on your complaint.
Timescale: You must refer your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.
If you are still not satisfied with our Final Viewpoint, or if 8 weeks have passed since you first made your complaint without resolution, you can refer your complaint to:
Important Notes
If your complaint remains unresolved after 8 weeks, you have the right to approach The Property Ombudsman directly.
We are a proud member of The Property Ombudsman Code of Practice and adhere to the UK Trading Standards Approved Code.
The Property Ombudsman
Milford House, 43–55 Milford Street Salisbury, SP1 2BP
