Complaints procedure (Hilton Smythe Commercial) 

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 Managing Director. 

Details are set out below:

Mr Craig Graham 
Managing Director 
For and on behalf of: 
Hilton Smythe 
20 Wood Street, Bolton, BL1 1DY
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 Chief Executive Officer, within 15 working days of the response.

  6. The Chief Executive Officer will respond and work to the same time frames 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

Please note, this complaints procedure does not apply to Hilton Smythe Finance or any Financial Services.