Complaints Handling Procedure
Complaints Handling Procedure
Auctionline is committed to providing high quality advice and services. We acknowledge however, that there may be instances where you may feel our service has fallen below the level of service you expect. To deal with this, we have a complaints procedure.
We will Deal with Your Complaint
We will Deal with Your Complaint
We will not ignore a complaint. In fact, it will help us to identify where our services or procedures might need improvement. If you feel we have made a mistake or undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a “complaint”.
How to Complain
Please put your complaint in writing either by email or letter. Please include as much details as possible, including dates, names of any members of staff you dealt with and, where able to, enclose/attach any supporting evidence.
Address: 29, Gerasimou Markora, Office 001 1075, Nicosia
Email: info@auctionline.com.cy
Once we have received your written complaint, we will contact you, in writing, within seven business days to acknowledge receipt of your complaint.
Within 30 days of receipt of your written complaint, we will write to you informing you of the outcome of the investigation into your complaint and let you know what actions have been or will be taken.
In certain circumstances this period may be extended to 60 days in the case of complex complaints or where we may have to ask you for additional information to help us better understand the issues.
If you are dissatisfied with any aspect of our internal handling of your complaint, you are entitled to refer your complaint to the following independent redress schemes ETEK, Thiseos 8, Nicosia 1513 (tel: 22 877644) and RICS CYPRUS (ricscyprus@rics.org)