Complaints Procedure (Hilton Smythe Business Sales)

In the unlikely event that you have a complaint, we have a formal complaints procedure, which we are confident will resolve matters. Hilton Smythe takes complaints seriously and will try to reach a resolution in the shortest possible time frame and to your satisfaction.

Our complaints process is detailed below:

• 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.