Every business has them and we’re no different. If you’re not happy we want to know. Fortunately we don’t get that many complaints, but when we do, we want to put things right. That’s why we have the Hilton Smythe complaints procedure.
Hilton Smythe really do care more. If we are selling your business, we want that experience to be the best it possibly can be. We don’t always get it right but we try hard.
Complaints are a way of customers telling us when things haven’t gone to plan or as expected and allow us to investigate and put things right. Complaints also ensure we can avoid making the same mistake twice. This is why we have the Hilton Smythe Complaints procedure in place. So if you do have a problem, you can be sure if we are wrong, you won’t lose out.
- Please submit your concerns, in writing, addressed to Hilton Smythe, Bridgewater House, 58-60 Whitworth Street, Manchester, M1 6LT or email it to enquiries@hiltonsmythe.com.
- The concerns raised will be acknowledged within 3 working days of receipt.
- Your concerns will then be passed to the appropriate Manager or Director to investigate.
- You will receive a full written response to the concerns raised within 15 working days of receipt.
- If you are not satisfied with the response or the process itself, and we have not marked our response as our final viewpoint, an appeal can be lodged, in writing, as above, but addressed to the Board of Directors. The appeal will be allocated to the appropriate Director, overseen by the CEO.
- The Director will respond and work to the same time frames as above, with a view to resolving the concerns raised.
- We will contact you in writing during the process, to advise of progress and discuss time frames if the complaint warrants a longer period of investigation.
- It is sometimes necessary to mark our first response as our final viewpoint, and offer no further right of appeal, this is largely because there is no further, independent person who has not been previously involved in the complaint resolution.
Please note, this complaints procedure does not apply to Hilton Smythe Finance or any Financial Services.