Your guide to the Hilton Smythe Complaints procedure.

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 usiness, 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. 

Property Ombudsman

As part of the Hilton Smythe Complaints procedure, we are a voluntary member of the Property Ombudsman; giving you real peace of mind when working with us.

If you exhaust the Hilton Smythe Complaints procedure and remain unhappy, you can ask the Ombudsman to look into your complaint, independently. The Ombudsman have the power to award compensation to customers who they agree have been treated unfairly. We think this is great news for both current and future customers.

Find out more about the Property Ombudsman by clicking here.

The Hilton Smythe Complaints procedure

  1. Please submit your concerns in writing. Address it to Hilton Smythe, 20 Wood Street, Bolton BL1 1DY. You can post or email your concerns to enquiries@hiltonsmythe.com.
  2. The concerns raised will be acknowledged within 3 working days of receipt.
  3. Your concerns will then be passed to the appropriate manager to investigate.
  4. You will receive a full written response to the concerns raised within 15 working days of receipt.
  5. If you are not satisfied with the response or the process itself, an appeal can be lodged. Appeals must be in writing, as above, but addressed to the Group Managing Director.
  6. The Group Managing Director will respond and work to the same timeframes as above, with a view to resolving the concerns raised.
  7. 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.
  8. If we are unable to resolve your complaint, you may take the matter to the Ombudsman Scheme for an independent decision. To do so, you must write to the Ombudsman directly.

Hilton Smythe Complaints process and the Ombudsman

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