Complaints procedure

In the unlikely event that you have a complaint, we have a formal complaints procedure which is guided by our membership to the Property Ombudsman's code of conduct for your piece of mind. Hilton Smythe takes complaints seriously and will try to reach a resolution in the shortest possible time frame and where possible without the intervention of the Ombudsman.


A Senior Manager has been appointed in this office to deal with any complaint you may have and you should not hesitate to contact that person. The handling of any complaint will be overseen by the Group Operations Director. 


Details are set out below:


Mr Craig Graham 
Group Operations Director 
For and on behalf of: 
Hilton Smythe 
20 Wood Street,


Telephone: 01204 556 300


Our complaints process is detailed below:


  1. Please submit your concerns, in writing, addressed to Hilton Smythe, 20 Wood Street, Bolton BL1 1DY or email it to

  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, 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.


Correspondence can be sent to:

The Property Ombudsman

Milford House

43-55 Milford Street




Telephone: 01722 333306

Facsimile: 01722 332296



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