Braveheart Auctions are committed to delivering a high standard of service to all clients, bidders, and purchasers. When something goes wrong, we encourage you to tell us so we can address the issue promptly and improve our service.

This procedure explains how you can make a complaint, how we will handle it, and the timescales you can expect.

2. What Counts as a Complaint?

A complaint is any expression of dissatisfaction about our service, actions, or lack of action by Braveheart Auctions or anyone acting on our behalf, where a response or resolution is expected.

This may include (but is not limited to):

Conduct of staff or representatives

Accuracy of marketing materials or auction particulars

Issues relating to bidding, sales process, or post-auction communication

Administrative or procedural errors

3. How to Make a Complaint

You may submit your complaint in writing via email or post:

Email: admin@braveheartauctions.co.uk

Post: Braveheart Auctions

5 South Charlotte Street

Edinburgh

EH2 4AN

To help us respond efficiently, please include:

Your full name and contact details

The property or auction to which the complaint relates

A clear description of the issue

Any supporting evidence (emails, screenshots, documents, etc.)

If you prefer, you may initially raise your complaint verbally with a staff member, who will attempt to resolve the matter informally. If unresolved, it should then be submitted in writing.

4. Stage 1 – Initial Investigation

Upon receiving your complaint:

1. Acknowledgement: We will acknowledge receipt within 5 working days.

2. Investigation: Your complaint will be reviewed by the relevant department manager.

3. Response: You will receive a written response within 10 working days of acknowledgement.

If more time is required due to complexity, we will inform you and provide an expected timescale.

If you are satisfied with the outcome, the matter will be closed. If not, you may escalate to Stage 2.

5. Stage 2 – Senior Management Review

If you are not satisfied with the Stage 1 response, you may request escalation within 14 days of receiving it.

At this stage:

1. A member of our senior management team will conduct a full review.

2. We may request further information or clarification.

3. A final written response will be issued within 15 working days of escalation.

This response will outline:

Our findings

Any actions to be taken

Our final position on the matter

6. Stage 3 – Independent Redress

If you remain dissatisfied after our final response, you may be entitled to refer the matter to an independent redress body, depending on the nature of your complaint.

For property and auctioneering services, Braveheart Auctions is a member of:

The Property Redress Scheme

Complaints must usually be referred within 12 months of our final response, and only after you have completed our internal complaints process.

7. Record Keeping

We keep a secure record of all complaints received, how they were handled, and any outcomes.

These records are reviewed regularly to help us identify training needs or areas for improvement.

8. Continuous Improvement

Braveheart Auctions values all feedback. Complaints are not seen as failures but as opportunities to improve our auction processes, client experience, and professional standards