How to raise a complaint
Contact us in the first instance, by email to info@proauction.ltd.uk or by telephone on 01761 414 000. Complaints can also be sent by post to Pro Auction Limited, Unit 5 Midsomer Enterprise Park, Radstock Road, Midsomer Norton, Radstock BA3 2BB.
What to tell us
The more specific you can be, the faster this goes:
- The sale, and the lot number if your complaint concerns a particular lot
- Your invoice or bidder number
- What happened, and when
- What you would like us to do about it
What happens next
We will acknowledge your complaint, investigate it, and respond to you with our findings and what we propose to do. If we need longer to investigate — for example because we need to speak to a vendor or a third party — we will tell you that rather than leaving you without a reply.
If you are not satisfied
If our response does not resolve matters, say so and ask for it to be reviewed. A complaint that has not been settled will be looked at again by someone who was not involved in the original response.
Complaints about a lot description
Used commercial equipment is sold as seen, and lot descriptions state what we know at the time of cataloguing. If you believe a lot was materially misdescribed, raise it promptly — the conditions of sale for that auction set out the time limits and the basis on which such claims are considered.