Complaints Procedure
WE CARE. WE LISTEN. WE ACT.
At GLD Commercial Auctions Ltd, we are committed to providing a professional and fair service to all our customers. If something has gone wrong, we want to know about it so we can put it right.
Our Complaints Procedure is designed to ensure your concerns are handled quickly, fairly and transparently.
Welcome to GLD Commercial Auctions. These Auction Rules explain how our online auctions operate. By registering and placing a bid, you agree to follow these rules together with our Buyer Terms & Conditions.
Our Commitment
GLD Commercial Auctions (“GLD”, “we”, “our” or “us”) is committed to providing a professional, fair and transparent service.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and, where appropriate, put things right.
2. How to Make a Complaint
Complaints should be submitted as soon as possible after the issue arises.
Please include:
- Your full name.
- Company name (if applicable).
- Contact details.
- Auction or lot number (if applicable).
- A clear description of the complaint.
- Any supporting documents or photographs.
Complaints may be submitted by:
Email: admin@gldcommercialauctions.co.uk
Telephone: 1342 621052
Or via the contact form on our website.
3. Acknowledgement
We aim to acknowledge receipt of your complaint within 2 working days.
If we require further information, we will contact you as soon as reasonably practicable.
4. Investigation
Each complaint will be investigated fairly and impartially.
During our investigation we may:
- Review auction records.
- Review bid history and system logs.
- Examine photographs, videos and documentation.
- Contact buyers, sellers or other relevant parties.
- Request additional information from you.
5. Response Times
We aim to provide:
- An initial response within 5 working days.
- A full written response within 10 working days where possible.
If an investigation requires additional time, we will keep you informed of our progress.
6. Possible Outcomes
Following our investigation, we may:
- Explain our findings.
- Correct an administrative error.
- Provide clarification regarding our auction procedures.
- Take appropriate remedial action where justified.
- Decline the complaint where we believe our procedures have been correctly followed.
7. Auction Decisions
Where a complaint relates to bidding activity, the electronic records maintained by GLD, including bid timestamps and system logs, will be treated as the official record of the auction.
8. Unacceptable Behaviour
We expect all customers to communicate respectfully.
GLD reserves the right to end communication where individuals use abusive, threatening, discriminatory or offensive language towards our staff.
This will not affect your right to have a genuine complaint investigated.
9. Continuous Improvement
We record complaints to help improve our services, systems and customer experience.
Contact Us
If you wish to make a complaint or discuss an existing complaint, please contact:
GLD Commercial Auctions
Email: admin@gldcommercialauctions.co.uk
Telephone: 1342 621052
Website: www.gldcommercialauctions.co.uk
We aim to respond to accessibility enquiries as promptly as possible and appreciate your feedback.
COMPLAINTS PROCESS
CONTACT US
Please contact us with full details of your complaint by email, phone or in writing.
WE ACKNOWLEDGE
We will acknowledge your complaint within 2 working days of receiving it.
WE INVESTIGATE
We will investigate your complaint thoroughly and impartially.
WE RESPOND
We will aim to provide a full response within 10 working days.
RESOLUTION
We will do our best to resolve the issue to your satisfaction.
NOT SATISFIED WITH OUR RESPONSE?
If you are not happy with our final response, you may refer your complaint to an alternative dispute resolution provider. We will provide details on request.